Technical Support Engineer (ATS L1)
As a Technical Support Engineer, 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
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
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.
Benefits
- 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 learning platform and LinkedIn Learning.
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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