Technical Support Advisor - German Market

His/Her primary roles are to:
- Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers.
- Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Field Services Engineer.
- Keep customers informed of the status of their case, elevating issues as needed within the Graphics Services and Support Organization and ensuring that Service Level Agreements are met.
- Document case history and interactions with customer in HP's Customer Relationship Mgmt. SW (CRM) to ensure proper handover to field, product/case history tracking and reporting. (Issue, Customer Inputs, Data Gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts / Follow ups with customer, etc.).
- Contribute to maintain the Knowledge Mgmt. System (KMS) sharing the knowledge with the rest of the organization.
- Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general, based on customer entitlement.
- Assist Field Service Engineers during onsite troubleshooting in case of need.
- Build a close professional relationship with the primary accounts assigned though specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience.
- Master on Technical knowledge on HP 3D printing products and technologies and transmit this knowledge to our customers and peers.