【業務内容】

HPの大型インクジェットデジタル印刷機のエンドユーザーに対する保守サービスを担当していただきます。

HPの顔としてお客様のご要望を理解し、技術力と問題解決型のコミュニケーションを通しお客様との信頼関係を構築できる人物を求めてます。

【業務内容】

・お客様から連絡を受けた障害に対応する為にお客様先に出向いての対応（主に東日本エリア担当、出張あり）

・各種リモートツールを使用した技術的サポート

・未解決の問題を上位エンジニアあるいは開発部門にエスカレーションし、指示を仰ぎながらの対応（英語を使用）

・機器の設置、見込み顧客への販売支援、イベント等のサポート

・新規又は既存顧客に対してのトレーニング、初期サポートの提供

・技術力とビジネスへの理解両輪のバランスが取れること

・担当顧客と強固な関係を構築

・各種レポーティング

・海外チームとのメール、オンラインでのミーティング等の協業

【必要とされるスキルと経験】

・フィールドサポートエンジニア経験　※10年以上歓迎です

・電気図面及び機械図面の読解、電気の知識、経験がある方

・インクジェットを中心とする印刷業界全体のテクノロジーやマーケットに関する知識、経験がある方歓迎

・海外のメンバーと技術に関し英語でのコミュニケーションをメールや会話で円滑に行うことが出来ること

・円滑なコミュニケーション能力、傾聴力があること

・新しいこと・チャレンジなことに前向きに、ロジカルな思考に基づいて自発的に必要なアクションを立案し、実行することができること

・高い当事者意識、何があっても諦めず責任感をもって物事に取り組むオーナーシップを持つこと

・Excel・PowerPoint等のPCスキルを持ち、お客様へご説明する実際の業務利用経験があること

・組織や規定を入社後十分に理解しOSやネットワーク、HPの基幹システムをに速やかに活用できること

【資格】

要普通免許（車）

【応募書類】

・職務経歴書（日英）

・履歴書（写真不要）

#Post_

Job Summary
• 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 (e.g., server administration, technical security management, performance management) 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.

Education & Experience Recommended
• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 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.

Preferred Certifications
• ITIL Certifications

Knowledge & 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

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
• Responds to moderately complex issues within established guidelines.

Disclaimer
• 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.