Customer Solution Center Consultant 3 - Technical

Job Summary

Applies advanced subject matter knowledge to solve complex technical issues and is regarded as a subject matter expert in Digital Press Workflow. Frequently contributes to the development of innovative ideas, methods, and troubleshooting. Works on complex technical problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Acts as a Level 3 expert providing direction and guidance to remote, field, and sales support. Frequently represents the Indigo Services organization to external customers/clients. Exercises significant autonomy within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives. May provide training, mentoring, and guidance to cross organization and lower tier employees.

Responsibilities

• Provide expert-level technical support for complex software issues escalated from lower support tiers with a sense of urgency, ensuring minimal disruption to customer operations

• Serve as a subject matter expert (SME) for specific software products, systems, or technologies to cross-functional teams and lower-tier support engineers

• Develop and maintain comprehensive knowledge of software architecture, configuration, and integration capabilities

• Create and maintain detailed documentation, including knowledge base articles and troubleshooting guides, to aid in issue resolution

• Collaborate with product management to prioritize feature enhancements or bug fixes based on customer needs and feedback

• Continuously seek opportunities to enhance support processes, streamline workflows, and improve overall customer satisfaction

• Provide technical assistance and support to customers remotely for the Remote Support Engineer (RSE) Team as needed

• Install, configure, and update software and hardware systems for the RSE Team as needed

• Perform system upgrades and maintenance tasks for the RSE Team as needed

Knowledge & Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

• Experience working with digital presses

• Experience working pre-press issues

• Experience installing/upgrading server software

• Experience troubleshooting network and related connectivity issues

• Understanding of color management

• Preferred experience with HP Indigo DFE and associated software

Education

• Bachelor's degree preferred or equivalent experience required in the technical field
• 3+ years working experience in related fields desired

Additional information

• Join a successful team that works well together, committed to each other, has a deep sense of trust with one another, and cares about each other

• Provide a quarterly summary report of DFE escalations, installations accomplished and challenges

• Continue with technical training as well as travel to customer sites to install and provide advanced training for customers when needed and commissioned

• Able to work a shift that supports customers during the hours of 8am - 8Pm Eastern Time

• On call/Standby/Overtime required on a rotation basis to support:

• Customer Peak Seasons

• EOQ Weekend Support for new installs

• Tradeshow support

• Holidays coverage

• End of the year shut down

• HP Holidays

• Overtime as needed when dealing with complex and challenging Strategic and Premier accounts regarding machine down situations

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

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.