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Regional Technical Expert - PWI Rhodes, Australia

HP - Compaq Australia

Sydney, New South Wales, Australia

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Job Posted: 23/09/2017

Job Category:

IT and Telecommunications / Technical Consultant / Pre-Sales Engineer

Job description:

We are currently recruiting for a regional Technical Support Engineer to provide expert remote and/or onsite support to our Pagewide Inkjet customers across the APJ region. Partnering with our Field Services Engineers your primary focus will be on escalations management and support to Tier 1-3 engineers with complex break/fix resolution and support.

In this role, you will be responsible for:-

  • Monitoring, supporting & executing admin tasks for PWI according to agreed service deliverables, including cost effective solutions and services for ongoing support
  • Assisting the Technical manager and Account Service Manager 
  • Respond to urgent and complex trouble escalation calls (in accordance with timeliness guidelines of agreed service levels)
  • Communicate with internal and external PWI support levels in accordance with the Escalations Management Process.
  • Provide leadership as escalation point in complex Situations or platform services escalation levels 1 through 3.
  • Investigate, manage, and reduce cases though a systematic escalations management process 
  • Leads projects to reduce cases through case management and knowledge sharing Process
  • Direct or indirect support to all PWI installation, relocation delivery and support
  • Communicates status and progress of Cases to customers throughout the Case Management Process, though e-mail and/or telephone
  • Act as a technical assistant to the Technical Lead as required.
  • Acts as a technical consultant in project meetings
  • Maintain and improve customer satisfaction
  • Act and report on approved Service Note requests using standard procedures
  • Assist 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
  • Initiate change requests that are breakthrough oriented and product Quality improvement driven
  • Proactive, advice and knowledge transfer to Field Service Engineer to improve backup and production schedules in collaboration with the customer
  • Conduct complex and high availability system shutdowns, monitoring press availability through available tools following appropriate guidelines.
  • Participate as escalation engineer in problem management levels 1 through 3
  • Reports to team lead and account service manager on planned and unplanned downtime, backup to produce required reports

Experience and Qualifications required

  • Knowledge of Mechanical Engineering with Industrial Controller programming skills
  • Strong understanding of PWI – Inkjet technology
  • 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
  • Relevant formal technical education
  • Broad customer facing experience
  • Experience in communicating, maintaining and approaching customers
  • Experience with managing HP- PWI products in Customer base
  • Knowledge of the graphics art industry and HP-PWI customer’s needs