Product Service Engineer

hace 1 mes

Valencia, España Hp A tiempo completo

.HP Industrial Print Software and SolutionsJob SummaryReporting to the Head of Customer Success within the newly created Industrial Print Software and Solutions organization, the role will be responsible for strategizing and executing service delivery projects that span over the whole product life cycle, from new product introduction to current product maintenance and evolution or discontinuation. The role involves managing and maintaining relationships with stakeholders spanning across several organizations.The role will have a strong customer component as well, leading the support agents team on escalations of high technical complexity or big business impact. The role also collaborates with cross-functional teams to ensure expectations are well communicated and customer needs are met.ResponsibilitiesUtilizes growing technical knowledge to address application issues involving high risk or complexity.Tackles single and cross technology/application incidents independently and collaborates with the team, delivery centers, and other organizational units to effectively resolve complex cases, documenting known errors and workarounds.Identifies, manages, and leads potential escalations and alert management, in accordance with established procedures and policies.Collaborates with marketing, sales, and engagement teams to ensure accurate reflection of customers and their needs.Assesses, enacts, and validates complex and high-risk changes/solutions to fulfill customer requirements; participates in a Change Advisory Board.Supervises the processes of configuration management, addresses issues, and establishes methodologies for enhancing operational efficiencies.Analyzes complex business and systems processes and synthesizes closed-loop feedback management to address customer issues effectively.Applies organizational solutions to fulfill complex customer needs, including innovative service delivery models for new services.Enhances the effectiveness and efficiency of capacity management processes and operational practices, evaluating the potential impact of proposed changes on capacity design and planning.Leads activities related to damage assessment, coordinates with other recovery teams, makes decisions regarding recovery steps, maintains comprehensive records, and furnishes reports on recovery status.Applies developed subject matter knowledge to solve difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.Education & Experience RecommendedFour-year or Graduate Degree in Computer Science, Information Technology Service Management, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.Typically has 4-7 years of work experience, preferably in change management, incident management, or a related field or an advanced degree with 3-5 years of work experience

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