Barcelona - Barcelona

Descripción de la oferta de empleo

Brief Description of the Role: Support the end customers (3D service bureaus & enterprise customers), channel partners and HP Service workforce on the resolution of 3D Printers technical issues and accelerate the adoption of HP JetFusion products by building a competitive advantage through a lean support experience in the 3D printing market.
Job Description: The team of Remote Support Engineers (RSE) are part of the Global Care Center organization within 3D Solution Services and is responsible for remotely resolving the technical issues of our customers, identifying, if needed be, the parts required and the convenience of sending a Field Services Engineer (FSE) to repair the product onsite.
Providing quick and effective remote resolution to our customers results in a sound customer experience and optimizes productivity of our customer equipment.
The RSE works closely with our Contact Center Agents, Competency Center Engineers and Field Support Engineers to ensure that the right solution is delivered at the right time.
The RSE typically engages with our customers over remote tools (telephone, email and remote access SW) and follows up until the issue is resolved.
Support efficiency and effectiveness of the solutions provided by the RSE are key to accomplish our organization goals on Customer Experience, Quality and Cost.
Responsibilities: As a 3D Remote Support Engineer this person will work across the different support functions defining the end-to-end activity leading to the right customer solution.
His/Her primary roles are to: Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely.
Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer Keep customers informed of the status of their case, elevating issues as needed within the Graphics Services and Support Organization and ensuring that Service Level Agreements are met Document case history and interactions with customer in HP's Customer Relationship Mgmt.
SW (CRM) to ensure proper handover to field, product/case history tracking and reporting.
(Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.) Contribute to maintain the Knowledge Mgmt.
System (KMS) sharing the knowledge with the rest of the organization Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement Assist Field Service Engineers during onsite troubleshooting in case of need Build a close professional relationship with the primary accounts assigned though specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience Master on Technical knowledge on HP 3D printing products and technologies and transmit this knowledge to our customers and peers Conditions: Long-term contract 39 hours/week: 12am-9am Opportunity to grow in an international company International and dynamic environment in Barcelona High possibilities to grow inside the company Relocation package for people moving from another country Requirements Solid technical skills in order to understand printer & system issues Communication skills needed to manage interactions with customers and with different functions across the 3D Support and Services organization Command of English + Native in Italian Strong technical background with Bachelor's degree in Science/Engineering - preferably Mechanical, Industrial or Electrical Engineering - or equivalent Experience in a customer facing role (onsite support, remote support or similar) valued Experience in Additive Manufacturing technology, 3D Modeling Software - Magics (Materialise) and NetFabb (Autodesk) and/or 3D printing workflows valued Experience in Graphics Arts products and related technologies valued.
Ability to follow and read electrical / electronic diagrams valued.
*Recruitment processes do not discriminate candidacies by age/disability/ethnic/marital status/gender/nationality/ideology/politic/race/religion/sexual orientation*
Ver oferta completa
No me interesa

Detalles de la oferta

  • Sin especificar
Fecha de publicación
  • 23/10/2019
Fecha de expiración
  • 04/07/2020
Technical Support Engineer - Malta
SpotOn Connections

Job description: technical support engineermalta as technical support engineer, you’ll act as the single point of contact (spoc) during incidents affecting our client’s services, communicating both with internal and external stakeholders...responsibilities: offer 2nd line support and escalate and resolve......

International Work Experience with Italian Athens/Greece
DK Global Recruitment Limited

The jobs are in athens and we want to inform applicants for below points related with covid-19 issue...we may share your profile details directly with hiring company for initial screening of your profile suitability and duplicate check...hiring process is completing remotely most of current employees......

SpotOn Connections

Main responsibilities • deliver excellent customer experiences in all interactions with internal and externalcustomers...00• competitive salary• employment with the world's largest provider of contact center services• initial training and individual career paths to grow within the project• a permanent......

Senior mobile engineer - android (m/f/d)

A sunny office located in the centre of barcelona, with a large are familiar with testing frameworks (for example junit, calabash, espresso, spoon) you are constantly evolving with the technology trends, and willing to embrace change you are familiar with agile methodologies and enjoy working......

Java Backend Engineer
Webfleet Solutions

Enjoy to interact with other developers, component owners, ux engineers and system engineers...with html5, javascript, css3, react, gwt, or other technologies), or scripting in various languages (e...have agile mindset and you like to work with other software engineers across our different locations......


Support to discipline leaders in the development of pipe and equipment material inspection plans (itps) technical support to the discipline leaders during the development of the engineer of the different projects...technical support quality control surveillance (qcs) on issues related to welding and......

Vèringer Ingeniería S.L.

Technical support to discipline leaders in the different projects (supply-engineering - construction)...participate in ko meetings with clients and partners...facilitate communication of the interface with other disciplines and project management...definition of corrosion monitoring requirements for......


Broad technical background: excellent knowledge of utilities and related infrastructures...serves as project engineer expert and lead discipline representative for design, construction and implementation of investment projects – interfacing with technical professionals from other disciplines (csa, piping......

International Work Experience with German Athens/Greece
Dk global recruitment limited

The jobs are in athens and we want to inform applicants for below points related with covid-19 issue...we may share your profile details directly with hiring company for initial screening of your profile suitability and duplicate check...hiring process is completing remotely most of current employees......

Talent Search People

As a mission systems software engineer you will: - be responsible for writing code to interface with payloads onboard - be responsible for writing code to interface with modems/radios onboard the aircraft and within the ground control system- work independently to understand all interface requirements......