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.
This role is at the heart of our service strategy: boosting **remote resolution rates**, driving **customer satisfaction**, and enabling **operational excellence**.
At HP, you’ll also be part of a **future-ready support model** that embraces innovation.
You'll have the opportunity to work with cutting-edge technologies such as:
- ** AI-powered diagnostics**
- ** Virtual and augmented reality tools** like **HoloLens**
- Our immersive **xRServices platform**
If you’re looking for a dynamic, tech-forward role where your expertise truly 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 clear, accurate diagnosis and complete case handover.
- Keep customers proactively informed on case status, manage escalations when necessary, and follow through until issue resolution.
- Accurately document all interactions and technical details in HP’s support systems for visibility, traceability, and future reference.
- Prepare Field Engineers ahead of on-site visits by sharing detailed troubleshooting steps and insights.
- Provide expert advice on supply usage and part life cycles.
- Support customers with product specifications,
compatibility checks, maintenance tips, training availability, and other technical queries.
- Share knowledge and contribute to internal knowledge management systems.
- Build strong working relationships with both customers and FSEs to drive faster issue resolution and enable consultative support.
Main metrics to measure the Remote Support Engineer (ATS L1) contribution include: Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to Resolve, Parts Consumption, and Efficiency.
**Education & Experience**:
- Recent graduate with a Bachelor's degree, ideally in Engineering (Mechanical, Industrial, or 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 read and interpret electrical and electronic diagrams.
- Comfortable with digital tools, virtual collaboration platforms, and remote diagnostics.
- Strong analytical skills and a structured approach to problem-solving, with the ability to create clear and concise technical documentation.
**Experience our benefits**Being part of HP means access to an international community with lots of growth opportunities within the company, professional development resources, networking opportunities, while enjoying in a great atmosphere making an impact.
- Flexibility to keep a good work life balance.
- Health & Life insurance.
- Lunch at reduced prices at our canteen / ticket restaurant vouchers.
- HP product discounts.
- Flex optimization program: Kindergarten tickets, public transportation tickets.
- Diverse, continued internal growth and career opportunities.
Including HP’s own learning platform and LinkedIn Learning.
- Women, Pride, Young employees, Multicultural, Sustainability and DisAbility! Just a few of our fantastic global business networks you can get involved with locally.
- We also dedicate time and resources to contribute with our community through Corporate Volunteering activities, including our onsite HP Charity day.
Sales & Services Entity (ES11)Support our Indigo end customers and HP Service workforce on the resolution of technical
issues and accelerate the adoption of HP Future Ready by building a competitive advantage through a lean support experience in the Digital printing market.
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https://www.kitempleo.es/empleo/200548843/x-530-graduate-technical-support-engineer-german-speaking-san-cugat-del-valles/?utm_source=html
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