HP Tier 2.Support Engineer

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences .

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated Smart Ops Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

The HP Tier 2.5 Support Engineer m aintains customer satisfaction by providing expert technical a ssistance with HP Page Wide Press products . The HP Tier 2.5 Support Engineer possesses strong technical and communication ability and can support a major territory, account, or customer of significant impact and/or complexity . The HP Tier 2.5 Support Engineer g uides and supports less experienced technicians as well as c oaches and m entors service personnel to ensure maximum performance and technical proficiency.

The HP Tier 2.5 Support Engineer is responsible for improving customer experience by providing hardware/firmware/application support information, addressing challenges, and delivering HP Page Wide Press services for service support. The service caters to diverse customer needs, offering remote support for break / fix activities, and providing expertise in resolving complex mechanical and technical issues.

Minimizes customer downtime by troubleshooting and resolving the more complex hardware, software and mechanical problems on all existing product lines through direct problem analysis or analysis of collected data; providing on call service ; troubleshooting issues by phone, and on-site as required; monitoring status of problem resolution at all times . Is considered to be a product expert on most products and may play a lead support role in the field.

Ensures availability to customer by carrying a cell phone (SDA) ; responding to emergency and non-scheduled calls for service within established response time goals; being available, on a rotation basis, for scheduled service and emergency calls seven days a week, twenty - four hours a day.

May act as liaison between service management and the customer by being the first level of issue escalation in customer related technical issues.

Assist s local Manager in improving technician skills and service readiness by helping coordinate technical training both locally and at any assigned training areas at Bell and Howell or OEM partner .

Requires understanding of computer program functionality and software troubleshooting skills.

Ability to effectively resolve conflict internally and externally.

Ability to accomplish the describe duties through appropriate hand, power, and testing tools/equipment.

Ability to reason logically and make sound decisions along with considering alternative and diverse perspectives.

Strong analytical, problem-solving, quantitative, and time management skills .

Ability to communicate effectively both orally and in writing.

Ability to understand, remember and follow verbal and written instructions.

Ability to work as an integral part of a team.

Ability to read and understand written…