United States Job Openings

Hewlett Packard

Field Technical Support Consultant 3

Alpharetta

August 29, 2024

Job Summary

This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Responsibilities

Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.
Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended

Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 4-7 years of 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 or an advanced degree with 3-5 years of work experience.

Preferred Certifications

ITIL Certifications

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 teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

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.

This role may have the opportunity to sit remotely anywhere in the Contiguous United States.
The base pay range for this role is $70,000 to $100,000 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:

Health insurance
Dental insurance
Vision insurance
Long term/short term disability insurance
Employee assistance program
Flexible spending account
Life insurance
Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

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