商丘招聘

职位描述：
? Technical Specialist, Pagewide XL Competency Center
- Provides technical and escalation support to all PWXL resellers in China, both remote and on-site
- Provides technical training, full courses or refresher modules to reseller and internal engineers
- Interfaces with GBU on a regular basis for technical updates and escalation closure
- Participates in all knowledge exchange/technical update forums to ensure he/she is updated with the latest information
- Conducts regional technical forums for reseller engineers and sales people to disseminate information and maintain network of engineers
- Drives all service- or technical-related initiatives with resellers and go-to-market teams
- Works closely with the GTM team, providing them with product updates, insights on outstanding escalations and issues
- Builds and maintains close working relationship with go-to-market teams, resellers and customers
- Supports the rest of the region as necessary.
- Some travel within China and externally will be required.
- Develops an understanding of market needs and disseminates this information internally
? Justification
Justification
The job holder will be based in China, providing technical/escalation support (remote and on-site) to our 30+ resellers and our biggest install base in the region. The job holder will also be responsible for conducting technical training out of our training center in Beijing. From time-to-time, the job holder will also assist with technical/escalation support throughout the rest of the APJ region.
Hiring Requirements
Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.
Responsibilities:
? Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
? Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission- critical). .
? Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
? Ability to act as a mentor and guide other employees. Ability to provide direction and guidance to process improvements.
? Ability to articulate clearly, recommend and explain resolutions /clients.
? Understand and utilize ITIL.
? Represent and lead an HP team in a face to face customer location visit, industry conference/trade show, vendor meeting, etc.
? Partners actively with the Sales Pursuit team.
Education and Experience Required:
? First Level University degree: a) technical, b) non-technical (i.e., Bachelor of Arts/ Science). Typically 3-4 year completion beyond High School level, BA/BS or equivalent experience.
? 5-7 years experience in relevant technologies and customer environments.
? Relevant industry qualification where applicable.
Knowledge and Skills:
? Excellent verbal and written communication skills in language to be supported.
? Advanced troubleshooting skills in a technical environment.
? Excellent analytical and problem solving skills.
? Advanced Software and hardware knowledge of computing, storage and peripheral devices.
? Specific knowledge and training with HP products. Knowledge of multiple product lines (for example, proactive, reactive, storage, enterprise systems, tier 2 or 3 support, etc.).
? Advanced proficiency with case management databases and tools.
? Superior customer service skills.
? Phone and remote support experience. E-support experience, knowledge and resolution ability.
? Ability to solve and document solutions for usage of other technicians and customers.
? Ability to mentor new agents.
? Ability train peers on solutions.
? Ability to take full ownership for resolution with escalated customers.
? Ability to lead technical action plans.
? Lead or provide expertise to teams or projects.
? Highly Developed knowledge of more complex solutions. 举报 分享

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