Print Advanced Technical Support Engineer

Print Advanced Technical Support Engineer at HP Inc. in Boise, Idaho, United States Job Description Advanced Technical Support Engineer Provide remote advanced technical hardware support for Commercial LaserJet products to HP customers, Technical Consultants/Partner Service Consultants, L2 Service Engineers, Field technicians, and Contact Centers. The ATS Support Engineer is required to apply portfolio-wide knowledge to deliver prompt resolutions on complex / critical problems and work across the value chain. In addition, the ATS Support Engineer tracks, manages, and drives close loop processes on top issues to prevent problem reoccurrence Roles and Responsibilities + Provide quality solutions for customer issues related to Commercial LaserJet Printer hardware and/or software. + Set clear expectations and commitments during the investigation and resolution phases, then drive action plans + Provide timely and proactive updates to customers, Field Technicians, Contact Centers, Technical Consultants/Partner Service Consultants and team members. + Elevate cases to next level Tech Marketing/R&D as required by conveying case information in a concise and complete way. + Document the problem resolution to allow for future reference in Knowledge Database. + Provide consulting services for Technical Consultants/Partner Service Consultants, Contact Center and Field technicians as required. + Prepare for rollout/NPI of new product/services within defined technical areas. + 100% ownership of the cases received and driving it until resolution. + Understand the criticality of cases, how to prioritize these cases in existing workload and meets initial response time as defined in Service Level Agreements. + Deliver training to partners. + Perform Analytics to determine issue and response trends to drive prioritized resolution investment. + Prevent future occurrence by driving service response and/or communication of design fix requirements. Key Performance Indicators + Response time and case turnaround time + Proactive customer care and communication + Feedback from customers (internal and External), peers, managers. + Quality Knowledge Database documents that are re-utilized by other engineers. + Case elevation within set standards of support model. + Performs within the Productivity Measure of the team (scorecard). Qualifications - Knowledge and Skills: + Excellent verbal and written communication skills. + Proactive support/backlog management before cases are elevated to next level. + Basic project management, communication, an To view full details and how to apply, please login or create a Job Seeker account