Print Advanced Technical Support Engineer

Description -

Job Summary
• As the Advanced Technical Support (ATS) Engineer, you will be the point of contact in the sub-region before a technical case gets elevated to the Global Business Unit (GBU). You will enable Channel Partners to get trained on our products and support them during customers visits.

Applies Printer subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment within generally defined policies and practices to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Responsibilities

• Collect data from appropriate sources to assist in determining customer needs and requirements
• Lead the technical assessment and develop technical action plans to provide solutions to technical questions/elevations/requests from customers (channel partners and end users)
• Engage in technical problem solving across multiple technologies: hardware, applications, networks, color management, etc.
• Develop solutions that enhance the availability, performance, maintainability, and agility of customers
• Deliver expert technical training to channel partners, customers, and peers in both Japanese and English
• Build trustful relationships with Channel Partners, so technical action plans are understood and implemented
• Visit customers and work towards customer satisfaction and loyalty
• Responsible for verifying and implementing the detailed technical solution to the problem as identified by the GBU
• Present at multi-customer technology conferences
• Support Sales activities, tradeshows, events, etc.
• Lead and/or provide expertise to functional project teams and may participate in cross-functional initiatives
• Own escalation E2E util resolution

Education & Experience Recommended

• Minimum Bachelor’s degree or equivalent experience required.
• 8-10 years’ experience in print technologies.
• Customer-facing experience is a plus.

Knowledge & Skills

• Analytical & problem-solving skills
• Skills in building & delivering trainings
• Ability to deal with channel partners
• High level of creativity, energy, and autonomy
• End-user customer facing skills and capacity to deal with GBU (Global Business Unit)
• Communication - able to communicate with internal and external senior management confidently
• Adaptation to a virtual team - collaborate remotely with the rest of the team members located across China and WW
• Proven project management skills
• Leadership skills including coaching others in area of expertise
• Excellent verbal and written communication skills in English. Writing emails and talking with GBU verbally in English is a plus.

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’sEEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"