**Job Summary** - This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans. **Responsibilities** - Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups. - Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents. - Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge. - Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions. - Cultivates and maintains strong relationships up to senior management levels in assigned accounts. - Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process. - Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness. - Interprets internal/external business challenges and recommends best practices to improve products, processes, or services. - Solves difficult and complex problems with a fresh perspective,



demonstrating good judgment in selecting creative solutions and managing projects independently. - Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans. **Education & Experience** Recommended** - Degree in mechanical or electronic engineering<, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence. - Typically has 4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience. - Advanced English **Preferred Certifications** - ITIL Certifications - Electrical and Mechanical Hazard certifications **Knowledge & Skills** - Able to read and interpret electrical schematics to resolve wiring or electric/electronics issues - Automation - Background in Electronics and Mechanical engineering. - Chemistry - Commissioning - Customer Relationship Management - Customer Support - Electrical Engineering - Electromechanics - Electronics - Environment Health And Safety - Field Service Management - Fluent English - Hand Tools - Key Performance Indicators (KPIs) - Knowledge of Linux/Window operating systems, scripting & networking knowledge and Color Management. - Operating Systems - Preventive Maintenance - Process Improvement - Safety Standards - Technical Services - Technical Support - Technical Training - Test Equipment **Cross-Org Skills** - Effective Communication - Results Orientation - Learning Agility - Digital Fluency - Customer Centricity **Impact & Scope** - Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. **Complexity** - Responds to moderately complex issues within established guidelines. **Disclaimer

📌 Field Technical Support (Monterrey)
🏢 Hewlett Packard
📍 Monterrey