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About the Role

This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Responsibilities

Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas or customer groups.
Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Account management: Supports customer issue resolution as a technical contact for customers who have purchased Priority Account Services.
Analyzes repair history of assigned customers and proposes improvements for stable operation (e.g., BIOS, Driver updates, usage improvements).
Serves as the single point of contact for escalations from assigned customers and works with relevant internal departments to resolve issues.
Contributes to stable operation by reporting on the operational status of customer PCs and providing technical advice through regular meetings.

Requirements

English reading, writing, and speaking experience (mainly for internal meetings).
Project management experience (schedule management, issue management, escalation handling, customer control experience).
Data analysis and improvement plan proposal.
Experience creating customer reports (Excel, PowerPoint).
PC hardware and troubleshooting knowledge (repair experience is a plus).
Utilizing advanced technical expertise in critical technology areas or customer groups.
Resolving complex incidents and collaborating on cross-technology issues.
Applying the organization's solutions to meet intricate customer needs.
Designing specialized support solutions.
Cultivating senior-level relationships in assigned accounts.
Leading customer expectation management.
Collaborating internally for issue resolution.
Providing innovative problem-solving.
Leading projects.
Contributing to operational and strategic plans.

Skills

Automation
Chemistry
Commissioning
Customer Relationship Management
Customer Support
Electrical Engineering
Electromechanics
Electronics
Environment Health And Safety
Field Service Management
Hand Tools
Key Performance Indicators (KPIs)
Operating Systems
Preventive Maintenance
Process Improvement
Safety Standards
Technical Services
Technical Support
Technical Training
Test Equipment
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
ITIL
Windows Certification
PMP

Location

Japan

Work Type

Full time

Experience Level

4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience.

Education Level

Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.

About the Company

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Equal Opportunity

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"