HP posted a job you might be interested in August 04, 2014 at 08:30AM

HP



Customer Engineer

Hong Kong, HK - Information Technology and Services

Crucial to post sales service delivery, you'll be involved with Multi Function Printer/Plotter hardware products.



Delivering on-site hardware support service to enterprise and commercial customers, you'll install, configure and repair HP Multi function Printers, Lasers and HP Designjet printers.

Performs repair on customers equipment on customers site.

Configures system hardware, software and network components.

Assembles and integrates system/products and verifies system/product.

Provides user guidance during on-site visit.

Works closely with HP's escalation structure as well as with the technical Competency Center .

Drives a high level of customer satisfaction by clarifying customer needs and ensuring they are met.

Handle customer-relations problems promptly and appropriately, escalates issues according with established procedures.

Understands impact to customer when equipment is down; identifies consequences of various solutions.

Works on assignments that require judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.

Work with minimal supervision and assignments may be completed without established procedures.

Training will be provided as well as company vehicle and mobility tools

• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity.

• Integrate technical knowledge and business understanding to create solutions for customers.

• Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents

• Identify potential escalations and alert management proactively

• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.

• Apply HP solutions to meet moderately complex customer needs within area(s) of technical responsibility

• Balance internal needs with customer needs within defined parameters.

• May identify additional services that could lead to future service revenue growth.

• May provide technical consulting during contract renewal discussions.

• Build strong relationship with management in assigned accounts.

• Influence delivery decisions on assigned account plans.

• Drive Customer Expectation management as part of escalation process.

• Manage small projects/programs in the team. Deliver account management to a full account load Manage medium accounts and a limited number of major accounts. Impact through the accuracy and quality of the services provided on full account assignment. Participate as active member in teams.



Qualifications
Education and Experience Required:

Minimum high school or technical diploma/certificate or equivalent education on top of min. 2 - 3 years on-site Customer Engineer experience in high end Imaging & Printing Products including Multifunction Printer and Designjet technology.

Knowledge and Skills Required:

Hardware/Software and printing knowledge.

Network capabilities.

Support processes & tools knowledge and understanding.

Strong communication skills besides the technical expertise.

Broad knowledge of HP products and services offerings. Basic knowledge of corporate organization, job, and policies. Comprehensive business, technical, or functional knowledge. Well versed in core technical competencies (Outsourcing Services (OS), networking, core HP applications) Communicate effectively and tactfully to technical level, first- and middle-level management within an organization. Active listening skills and ability to adjust messages to audience level. Problem-solving skills (proactive, reactive and creative). Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions. Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution

implementation. Basic project management, communication, and analytical skills. Able to suggest operational efficiencies.



No salary provided



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