As a Technical Support Engineer (ATS L1), you'll play a vital role in supporting our customers across the region—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'll diagnose issues, recommend solutions, identify necessary parts, and coordinate with our Field Service Engineers (FSEs) when on-site intervention is required.
You'll deliver support through various channels—phone, email, and remote diagnostic tools—ensuring fast, effective resolution to keep our customers running smoothly and efficiently.
This role is central to our service strategy:
- Boosting remote resolution rates,
- Driving customer satisfaction,
- Enabling operational excellence.
At HP, you'll be part of a future-ready support model embracing 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 an impact—this is it.
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 needed—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 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 specs, compatibility, maintenance tips, and technical queries.
* Contribute to internal knowledge management systems.
* Build strong relationships with customers and FSEs to accelerate issue resolution and support.
Key metrics include:
Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to Resolve, Parts Consumption, and Efficiency.
Education & Experience:
* Recent graduate with a Bachelor's in Engineering (Mechanical, Industrial, Electrical) or related field.
* Proficient in German and English (written and spoken); additional languages are a plus.
* Technical foundation in electrical and electronic diagrams.
* Experience in customer-facing roles (support, remote assistance) is a plus, but motivated candidates are encouraged to apply.
* Comfortable with digital tools, virtual platforms, and remote diagnostics.
* Strong analytical and problem-solving skills, with ability to create clear technical documentation.
Benefits include:
* International community with growth opportunities and professional development resources.
* Work-life balance flexibility.
* Health & Life insurance, discounted lunches, product discounts, and transportation tickets.
* Internal growth and career development via HP's learning platforms.
* Participation in global networks and community volunteering activities.
Support our Indigo end customers and HP Service workforce in digital printing, contributing to a lean, innovative support experience.
Original ad available on Kit Empleo: https://www.kitempleo.es/empleo/203099854/graduate-technical-support-engineer-german-speaking-ay-569-barcelona/?utm_source=html
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