Advanced Technical Support Engineer
Hewlett Packard
Meudon, Hauts-de-Seine, FR
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Who we are?

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents.

HP invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients.

At HP, we know that our people and values are the most important elements in this success. And we want you to add your voice and imagination to our mission.

What can we do together?

The Advanced Technical Support (ATS) Engineer is a member of the Post-Sales Large Format Printing team in Europe, Middle East, Africa (EMEA) region.

The role is specialized on DJ and Latex technologies and provides proactive and reactive, remote and on-site, technical support for complex issues to customers and partners, according to their Service Level Agreement, and ensures customer satisfaction and loyalty.

In this role, 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 allow HP to visit customers.

Key job requirements :

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 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

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 EMEA

Proven project management skills

Leadership skills including coaching others in area of expertise

Who you are?

Minimum Bachelor’s degree or equivalent experience required

Valued to have additional / complementary Business and / or Financial related degrees but no a must

6 to 8 years of related experience in the Large Format Printing customer support industry

PWXL and Latex industry knowledge required

PWXL and Latex technical knowledge or capacity to quickly learn new technologies

Required excellent English & French speaking and writing skills

Nice to have additional EMEA languages, not a must

Why joining HP France?

At HP France, you will be immersed in an inspiring workplace where all our people love to be, collaborate well together and where they can learn, grow and develop professionally as well as personally.

We offer empowering responsibilities. You will have the opportunity to evolve through your commitment, your skills and your sense of initiative! This position can be the 1st step in a great career within our teams!

Localisation : Lyon or Meudon Tram T2

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