Imaging & Printing Group (IPG) - Service Delivery is part of Technology Solution Group focusing on Imaging and Printing service delivery. The overall objective of the organization is to drive operational excellence and cost savings and at the same time generating high and unique values for our high-end service printing customers. 

IPG Post-Sales Field Technical Support Consultant

Location: Warsaw

The Field Technical Support Consultant performs second level on-site maintenance and repair of Hewlett Packard's imaging and printing products, involved in solving printer, network and application problems.Responsible for delivering reactive and proactive technical support according to Service Level Agreements.Maintaining a high level of customer satisfaction and loyalty by ensuring clear business and technical solution alignment, ensuring customer needs are met in accordance with HP guidelines.Working closely with HP's repair sub-contractors, technical Competency Center and other internal HP functions to drive improved customer satisfaction, revenue growth, profitability, and account retention. 

Field Technical Support Consultant main Responsibilities:

• Be undisputed Hardware and Software product specialist in Multi-Function Printing (MFPs) and other IPG products.
• Integrate technical knowledge and business understanding acting as a consultant in service delivery business to create solutions for IPG operations and the customer.
• Applies advanced subject matter knowledge to complex business issues, providing direction and guidance to product and process improvements.
• As onsite subject matter expert, contributes to the development of new ideas to reduce support costs and support customer experience.
• Apply deep and broad technical background and knowledge to resolve customer complaints and technical escalations.
• Understanding customers' needs providing technical account management acting as trusted advisor for assigned customers
• Leads and / or provides expertise to functional project teams and may participate in cross-functional initiativesContribute to increase remote solving rate and remote qualification accuracy
• Mentor/assist less-experienced team members on complex incidents and other organization contacts on specific business challenges where high technical skills & knowledge are required.
• Flexible availability to accommodate the customer SLAs agreements (including after hours or weekends if needed).
• Proactively develop improvements for Sub-Contractors including coaching & training sessions as required.
• Works on complex problems / projects where analysis of situations or data requires an in depth evaluation of multiple factors.

Qualifications:

• Technical university degree or equivalent education or experience
• Technical skills around Multi-Function Printers
• Problem solving skills
• Project Management skills
• Excellent analitical, communication and presenation skills
• Willingness to travel up to 75% of time
• Flexibility to take on additional responsibilities
• Flexibility to work outside of office hours (including on-call duty)
• Excellent client facing skills
• Excellent team-worker
• Excellent leadership skills
• Fluent English