Job Summary
• This role is responsible for offering comprehensive software services focused on proactive and reactive services for mission critical customers and for enhancing customer satisfaction by addressing their requirements, providing guidance, and resolving challenges within established procedures. The role monitors operational performance, drives field operations deployment, and contributes solutions to prevent recurring problems and incidents. The role also supports business growth, oversees process improvement, assigns responsibilities, troubleshoots complex issues, and provides mentoring to enhance organizational performance.

Placed on customer site and provides onsite support to applicable Customers, based on Customer requirements captured in the MPS Contract documentation. Typically supports Customers with larger fleet size, remote geographical distribution, and/or with enhanced SLA requirements.

Responsibilities

Expand (responsibilities vary per SOW) :

▪Provides first level of Customer helpdesksupport .

▪Replaces and ensures availability of Consumables for all devices.

▪Clearspaper jams.

▪Assists Customer with an overview of the Device functionality

▪Report any occurrences of Customer dissatisfaction to the SDM.

▪SupportPV Collection process.

▪Mitigates critical SLArequirements by providing customer site support.

▪Provide initial troubleshooting for Device problems or perform spare Device replacements.

▪Perform proactive maintenance on Customer Devices.

▪Provide end-user training as defined in the Agreement.

▪Utilize web-based software to manage the Fleet.

▪Manage utilization of On-Site spare Device inventory and related assets.

▪Performcopy orders and distribution Services, if Copy Center Services are included in the SOW.

▪Coordinate with third party supplier(s) to obtain status for third party supplier(s) provided equipment.

▪May attend MBRs / QBRs.

▪Handle onsite escalations on the account.

Education & Experience Recommended
• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 8+ years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Preferred Certifications
NA

Knowledge & Skills
• Automation
• Chemistry
• Commissioning
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

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

Impact & Scope
• Impacts multiple departments and leads large, cross-division functional teams or projects.

Complexity
• Works on assignments that are highly complex in nature where a strong degree of initiative and technical knowledge are required to resolve problems.

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.

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