*location*
this position is based in *chihuahua*, with teleworker status assigned to align with the job's specific requirements in this location.
*job summary*
- this role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention.
the role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support.
the role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with mínimal supervision.
*responsibilities*
- maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
- addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
- leads direct post-sales technical support for end users and organization's authorized service providers, resolving technical challenges on designated hardware and software platforms.
- employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
- maintains departmental documentation on work orders, software, inventory, and other paperwork required.
- aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
- adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
- completes process-oriented assignments, shares technical information, and supports department-level operational plans.
- identifies and solves varied problems and completes day-to-day tasks with forward planning and mínimal supervision.
*education & experience* recommended*
- high school diploma/general education diploma (ged)/higher secondary education or commensurate work experience or demonstrated competence.
- typically has 4-6 years of related 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.
*preferred certifications*
na
*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 acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.
*complexity*
- works on assignments that are moderately complex in nature and require intermediate problem resolution.
*disclaimer