At HP, talent is our criteria. Join us in reinventing the standard for diversity and inclusion. Bring your awesomeness, and just be you!
Provide remote advanced technical hardware or software support for Commercial LaserJet products to HP customers, Technical Consultants/Partner Service Consultants, L2 Service Engineers, Field technicians, and Contact Centers. The ATS Quality 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 Quality 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).
Excellent verbal and written communication skills.
Proactive support/backlog management before cases are elevated to next level.
Basic project management, communication, and analytical skills. Lead cross-functional team members or small programs/projects.
Ability to provide thoughtful analysis of complex ideas/cases; develop and support main points with logically sound reasons and well-chosen examples
Understanding of the business and organization to engage in quality programs with cross-functional teams.
Ability to act as a team or project leader providing direction to team activities and facilitates information validation and team decision- making process.
Excellent analytical and problem solving skills.
Integrate technical knowledge and business understanding to create solutions for customers.
Identify process/technical knowledge gaps in the organization & contribute to process change implementation.
Check & Disseminate Technical information to partners.
Advanced proficiency with case management databases and tools
Superior customer service skills
Phone and remote support experience. E-support experience, knowledge and resolution ability.
Ability to solve and document solutions for usage of other technicians and customers
Ability to lead resolution activities with escalated customers.