Product service engineer

Description -

HP Industrial Print Software and Solutions

Job summary

Reporting to the Head of Customer Success within the newly created Industrial Print Software and Solutions organization, the role will be responsible for strategizing and executing service delivery projects that span over the whole product life cycle, from new product introduction to current product maintenance and evolution or discontinuation. The role involves managing and maintaining relationships with stakeholders spanning across several organizations.

The role will have a strong customer component as well, leading the support agents team on escalations of high technical complexity or big business impact. The role also collaborates with cross-functional teams to ensure expectations are well communicated and customer needs are met.
 

Responsibilities

• Utilizes growing technical knowledge to address application issues involving high risk or complexity.
• Tackles single and cross technology/application incidents independently and collaborates with the team, delivery centers, and other organizational units to effectively resolve complex cases, documenting known errors and workarounds.
• Identifies, manages, and leads potential escalations and alert management, in accordance with established procedures and policies.

• Collaborates with marketing, sales, and engagement teams to ensure accurate reflection of customers and their needs.
• Assesses, enacts, and validates complex and high-risk changes/solutions to fulfill customer requirements; participates in a Change Advisory Board.
• Supervises the processes of configuration management, addresses issues, and establishes methodologies for enhancing operational efficiencies.

•Analyzes complex business and systems processes and synthesizes closed-loop feedback management to address customer issues effectively.
• Applies organizational solutions to fulfill complex customer needs, including innovative service delivery models for new services.

• Enhances the effectiveness and efficiency of capacity management processes and operational practices, evaluating the potential impact of proposed changes on capacity design and planning.
• Leads activities related to damage assessment, coordinates with other recovery teams, makes decisions regarding recovery steps, maintains comprehensive records, and furnishes reports on recovery status.
• Applies developed subject matter knowledge to solve difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of work experience, preferably in change management, incident management, or a related field or an advanced degree with 3-5 years of work experience.

Knowledge & Skills

• Agile Methodology

• Voice of the Customer
• Application Programming Interface (API)
• Automation
• Computer Science
• Debugging
• IBM DB2
• Java (Programming Language)
• Linux
• Operating Systems
• Project Management
• Project Resources
• Python (Programming Language)
• Resource Management
• SAS (Software)
• Scripting
• Software Development
• Software Engineering
• SQL (Programming Language)
• Stakeholder Management
 

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.


Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Sales & Services Entity (ES11)

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement