Technical Partner Manager with German - Designjet Call Center
HP
Bangalore, Karnataka, India
6d ago

The Designjet Technical Partner Managers (TPMs) are members of the Large Format Printing (LFP) Engineering team in the EMEA regional service organization, which covers Designjet, PWXL & Latex technologies.

They have the highest level of technical knowledge in the region and provide proactive and reactive remote and on-site technical support to our partners to ensure end-user satisfaction and loyalty.

We are looking for a TPM to manage the technical performance of our new HP Call Center located in Istanbul. His / her mission is to improve Call Center technical knowledge so we accurately diagnosis customer issues and fix them promptly, thus improving customer satisfaction.

Responsibilities

  • Successfully resolve complex technical issues (hardware and software) from incoming internal or external businesses, end users and proactive notification systems.
  • Assess technical knowledge of call center, build and deploy corrective action plans.
  • Monitor technical operational metrics (Remote Resolution %, First Time Fix, Part Per Serial Number Dispatched) and build corrective action plans with other functions of the organization when needed.
  • Proactively look after cases before they are elevated to next level.
  • Teamwork with teams of higher technical expertise to solve customer and product issues.
  • Promptly respond to consultations.
  • Identify process gaps in the organization & contribute to process change implementation.
  • Act as a team or project leader providing direction to team activities and facilitates information validation and team decision-making process.
  • Understand the business, the organization and participate to issue prevention programs with cross-functional teams.
  • Education and Experience Required

  • 5 years’ experience in Designjet technologies and customer environments.
  • Engineering degree / background
  • Knowledge and Skills

  • Strong understanding of the DJ technology, and associated software and applications.
  • Ability to lead cross-team members or small programs / projects.
  • Strong analytical skills to solve complex cases, supporting main points with logically sound reasons and / or well-chosen examples.
  • Excellent communication skills with customers and up to director management levels.
  • Willingness to teach and deliver knowledge and trainings.
  • Languages : Fluency on English and German are required. Basic knowledge on other European languages is a plus.
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