As a Technical Support Engineer (HP) (Tier II support), you are responsible for proactive and reactive services on devices. In this role, you will coordinate with other technical partners to ensure quick and correct fixes/changes are made to the devices. You will support new installations and decommissioning of out-of-date devices while promoting excellent customer service as an Memory Bank Computers team member!
The function of the TSE is to:
- Provide remote and onsite technical support for internal and external customers.
- Perform triage on inbound customer calls and service requests or escalate customer issues as appropriate and support the Service Manager in providing resolutions to the related issues.
- Perform Parts Testing and Manufacturer Coordination roles as required and certified.
- Offers after-sales technical support solutions once a product has been sold.
Compentencies
- Business Acumen:
Develops and maintains technical knowledge of offerings in the discipline to effectively handle routine assignments and to assist on more complex assignments, for assigned opportunities.
A Technical Support Engineer (HP) is responsible for developing an understanding of the service department processes, techniques and tools. - Communication:
Delivery effective communication of problems and resolutions to customers both internally and externally. The position assists in communicating new developments or announcements in the discipline/ specialty to client relationship teams, and to customers within the assigned territory. - Relationship Building:
The TSE must establish excellent relationships with customers at the functional level within customer organizations. - Problem Solving:
Recognizes job-related problems with discipline offerings, solutions, customer negotiations, or team relationships. Uses existing techniques or tools to analyze causes and prepares/recommends solution alternatives to more senior TSE specialists or local management.
Education/Skills/Requirements
- Three-Five (3-5) years of experience in printer repairs.
- A+ certification.
- Certification as a Printer Technician or equivalent industry experience
- Experience as a Tier II printer support engineer.
- Knowledge of parts and supplies for printers
- Must possess basic networking and technical proficiency on MFP's or printer systems.
- Skills in handling Multi-function Printers or similar devices:
Perform General Service, Install maintenance kits, Power Supplies, Rollers, Formatter, DC Controllers, ADF Assemblies, Install Cables, Print Heads, Motors, Carrier Assemblies, Rollers and other parts as needed, Fuser Assemblies, Optical units. - Stong analytical skills
- A working vehicle
Key Responsibilities
This position is responsible for providing technical support, troubleshooting and repairs of printer systems in-house and at customer sites.
- Verify if printer is within warranty period.
- Interact with all customers, both internally and externally in accordance with company policies.
- Schedule site visit with customer.
- Configuration and deployment of new printers
- Report/Document reported errors accurately.
- Ensure necessary tools are available and on hand.
- Update cases via ERP system accurately and timely
- Provide accurately and timely feedback to internal and external customers.
- Achieves customer satisfaction responding within 3hrs to a service call for break/fix repairs and having a resolution to problem within 24 hours.
- Ensure printers are connected/networked according to customer requirement and best practices.
- Maintains optimal machine performance by correcting simple machine problems (clearing jams, replacing toner, etc.).
- Ensures call Log Data is accurately recorded and submitted in a timely manner.
- Ensures all tools are kept in a good working order and no tool is lost, damaged or broken.
- Meets company attendance standards by reporting to work punctually and working all scheduled hours and any required overtime.
- Effectively communicate problems to the customer and start the service experience.
- Ensure accurate data is logged and have a full understanding of service requests from the helpdesk.
- Effective 'debrief' and reporting of service calls for future enhancements.
- Follow company guidelines for SLA (Service Level Agreement) for responding to customer calls.
- Coordinate with the relevant teams to ensure that SLA are met.
- Stays current with product/company knowledge.
- Provide feedback/follow ups/updates to customer regarding outstanding issues.
- Replace all tools (Screwdrivers etc.) in correct location.
- Ensures all the duties of the Technical Support Engineer (HP) are completed as per the job description
- Performs other duties as assigned.
Key Deliverables & Accountabilities
- Three (3) hour deadline for response time to customer queries.
- Twenty-Four (24) hour deadline for resolution.
- Same day completion of work / updates to ERP.
Performance Criteria
- Demonstration of thorough knowledge of internal call handling procedures.
- Internal and external customer service satisfaction ratings.
- Regular on time attendance history and flexibility to meet changing customer demands.
- Commitment to on-going technical education and successful completion of internal and external certifications as planned.
- Demonstrate analytical, problem-solving and communications skills.
- Accuracy and regularity of completion of internal process documentation and tasks.
- Clean desk policy.
- Computer usage policy.
- Ability to maintain ongoing relationships with customers, peers and support partners.
- Proficient with ERP systems, Microsoft Office Suite or related software.
- Manage time effectively.
- Presents professional appearance to clients by dressing in a professional attire according to company standards.
- Proficient in professional oral and telephone etiquette.
- Ability to gather relevant information systematically and identify needs and solve problems following the instruction.
- Vehicle usage policy.
- Ability to effectively interact and communicate with people at operational level.
- Perform reporting and administrative functions.
- Ability to work/collaborate as a team.
- Strong customer management skills.
- Must be able to work with limited supervision.
- Proficient with or the ability to quickly learn an array of printer hardware and software.
- Ability to explain technical issues to technical and nontechnical employees and customers.
- Ability to explain technical issues to technical and nontechnical employees and customers.
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as team building events, and much more
Perks
A contract position
Attractive salary package.
Trainings
Exposure to various
technologies
Team Building
Enjoy team builing
exercises with colleagues
Much More
Other activities for
team & personal development.
What's great in the job?
- Great team of smart people, in a friendly and open culture
- Smart tools to use, no rigid working hours
- Expand your knowledge of various business industries
- Real responsibilities and challenges in a fast evolving company
