As a Technical Support Engineer (ATS L1), you will play a vital role in supporting our customers across the region by resolving technical issues remotely and ensuring our high-end digital presses operate at peak performance.
Working as part of a collaborative and agile virtual support team, you will diagnose issues, recommend solutions, identify necessary parts, and coordinate with our Field Service Engineers (FSEs) for on-site interventions.
You will deliver support through various channels—phone, email, and remote diagnostic tools—ensuring fast, effective resolutions to keep our customers running smoothly and efficiently.
This role is central to our service strategy: increasing remote resolution rates, driving customer satisfaction, and enabling operational excellence.
At HP, you will be part of a future-ready support model that embraces innovation, working with cutting-edge technologies such as:
* AI-powered diagnostics
* Virtual and augmented reality tools like HoloLens
* Our immersive xRServices platform
If you seek a dynamic, tech-forward role where your expertise makes a real impact, this is the opportunity for you.
What you'll do:
* Remotely resolve hardware-related issues, including calibrations and product adjustments.
* Trigger on-site interventions (parts shipment and/or FSE dispatch) when necessary, ensuring accurate diagnosis and complete case handover.
* Keep customers proactively informed on case status, manage escalations, and follow through until resolution.
* Document all interactions and technical details accurately in HP’s support systems for visibility and future reference.
* Prepare Field Engineers for on-site visits by sharing troubleshooting steps and insights.
* Provide expert advice on supply usage and part life cycles.
* Support customers with product specifications, compatibility checks, maintenance tips, training, and other technical queries.
* Contribute to internal knowledge management systems.
* Build strong relationships with customers and FSEs to facilitate faster issue resolution and support.
Key metrics for measuring performance include Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to Resolve, Parts Consumption, and Efficiency.
Education & Experience:
* Recent graduate with a Bachelor's degree, preferably in Engineering (Mechanical, Industrial, Electrical) or a related technical field.
* Proficient in German and English (written and spoken); additional languages are a plus.
* Technical foundation with the ability to interpret electrical and electronic diagrams.
* Experience in customer-facing roles (technical support, remote assistance) is advantageous but motivated candidates are encouraged to apply.
* Comfortable with digital tools, virtual collaboration platforms, and remote diagnostics.
* Strong analytical skills and a structured problem-solving approach, with the ability to create clear technical documentation.
Our Benefits:
Joining HP offers access to an international community with growth opportunities, professional development resources, and a great work atmosphere. Benefits include health and life insurance, reduced-price meals, product discounts, flexible work arrangements, and tickets for kindergarten and public transportation. We promote internal growth through platforms like HP’s learning resources and LinkedIn Learning. We also support diversity and inclusion through networks and community activities, including volunteering and charity events.
Support our Indigo end customers and HP Service workforce in the digital printing market by resolving technical issues and promoting HP’s Future Ready solutions.
The original job posting can be found on Kit Empleo: https://www.kitempleo.es/empleo/202083553/vss126-graduate-technical-support-engineer-german-speaking-barcelona/?utm_source=html
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