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PageWide Industrial Specialist

Apply Job ID 3046533 Primary Location New Delhi, Delhi, India Date posted 07/21/2019

HP is a proven leader in personal systems and printing, delivering innovations that empower people to create, interact, and inspire like never before. We leverage our strong financial position to extend our leadership in traditional markets and invest in exciting new technologies.

HP has an impressive portfolio and strong innovation pipeline across areas such as:

• blended reality technology - our unique Sprout by HP will change the way people do things
• 3D printing
• multi-function printing
• Ink in the office
• tablets, phablets, notebooks
• mobile workstations

We are looking for visionaries who are ready to make an impact on the way the world works. At HP, the future is yours to create!

If you are our > in < India>, you will have a chance to

  • Provide an expert remote and/or onsite support to our  customers and partner Engineers as well as to our Field Services Engineers in tasks like installations, trainings, technical Escalations mgmt. or applications support.

  • responsible to monitor, support & execute admin tasks for PWI according to agreed service deliverables. This includes cost effective solutions and services for ongoing support.

  • Support Engineer’s primary focus is on the Case management and onsite  support to customers (Complex Break/Fix Resolution / Support)

  • Assists the Country manager and ASM in their overall responsibilities.     

  • Responds to urgent and complex trouble escalation calls (in accordance with timeliness guidelines of agreed service levels).

  • Communicates with internal and external PWI support levels in accordance with the Escalations Management Process.

  • Provides leadership as escalation point in complex Situations or platform services escalation levels 1 through 3.

  • Investigates, manages, and reduces Cases though a systematic escalations management process. 

  • Leads projects to reduce Cases thru Case management process and Knowledge sharing Process

  • Direct or indirect support to all PWI  installation, relocation delivery and support within country.

  • Require 50% of travel within country or region for customer support

Customer responsibilities

  • Provides remote technical support and Onsite Break fix and Proactive support  to  customers according agreed service deliverables.
  • Communicates status and progress of Cases to customers throughout the Case Management Process, though e-mail and/or telephone
  • Acts as a technical assistant to the Technical Lead and country lead/manager as required.
  • Acts as a technical consultant in project meetings, as requested by ASM/CM
  • Maintaining Customer Satisfaction (takes personal accountability for improving customer's level of satisfaction)

  • Change Management
  • Acts and reports on approved Service Note requests using standard procedures.
  • Assists Team Lead/ Technical manager in composing requests for change/Updates/Upgrades, acting as a technical expert to recommend back-out plans, risk acceptance, and Customer/HP impact assessments.
  • Initiates change requests that are breakthrough oriented and product Quality improvement driven.
  • Suggest for to Technical Manager and ASM and complete the task of Updates and Upgrades projects end to end.

Operations Management

  • Pro active advise and knowledge transfer to customer FSE to improve backup and production schedules in collaboration with the customer
  • Take ownership of escalated case, Update daily operational Activities of an escalation, Case reports, and Case Escalation Reports to higher level.
  • Conducts complex and high availability system shutdowns, Monitor press availability through available tools following appropriate guidelines.
  • Participate as escalation engineer in problem management levels 1 through 3
  • Customer satisfaction level (by customer feedback through monthly service reviews via email)
  • Track and Monitor the escalation Cases
  • Reports to country manager, Technical manager and ASM/Customer on planned and unplanned downtime, backup to produce required report
  • Are you a high-performer? We are looking for an individual with:
  • Teamwork – locally & across geographies
  • Strong understanding of Ink jet technology and Printing Technology
  • Excellent Server or Computer Background
  • Good Color management Knowledge.
  • Excellent analytical and problem solving skills
  • Proactivity with good attention to detail
  • Ability to document solutions for usage of other technicians and customers
  • Ability to drive technical action plans


Internal: Field Support Engineers, Country Managers, ASMs, GTM: country and region

External: HP customers and partners

Peers/ counterparts: APJ  Competency  Center Team, GBU engineering regional logistics, Care Center, EMEA and AMS technical managers, Training Center

Reporting to APJ IHPS Technical manager

Education and Experience Required:

  • Relevant formal technical education is appreciated
  • Broad customer facing experience
  • Knows how to communicate, maintain and approach customers
  • Experience with managing Ink Jet, Production Printing  products in Customer base.
  • Knowledge of the graphics art industry and HP-IHPS customer’s needs
  • Female/Diversity candidates will be preferred


Work load: Ability to perform while under high pressure situations.

Customer Troubleshooting/Compliance: Acts quickly to resolve customer issues in a way that retains trust with HP. Even while not having to full technical knowledge, being able to apply good judgment, systematic analysis and good communication to all stakeholders.

Services Support Policies & Procedures: Applies understanding of HP service organization and functions.