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Gracel Business Solutions is a Brasov based recruitment agency. Our services include Executive search, White-collar technical recruitment, Recruitment for service providers and HR consulting. Most of our clients are multinational companies, both manufacturers and service providersCerinte
- Education: high school education in IT;
- It is necessary at least 3-4 years of experience in the same or similar role;
- Strong technical skills - experience with printer/copier service;
- Very good presentation and communication;
- Customer focus;
- Team worker ability;
- Attitude to travel frequently through the country;
- Excellent English level required;
- Good problem solver.
The HS is responsible for technical support and training to technicians of our service providers. He is responsible also for pre-sales support and for review with service providers.
Specific duties will split as following and will include:
- Product technical support by remote;
- Deliver Training to the service partners and channel partners;
- Deliver customize training for customers- first level training, help desk, diagnosis;
- Provide to the Service Partner, Channel Service Partners hardware second level support, including supplies, print quality, etc;
- Provide phone and email technical support on hw products within service life;
- Log a Call in Siebel to escalate the case to the third level group;
- Analyze the cause of technical problems and find solutions and implementations;
- Analyze and document field solutions;
- Pre-sales support to Sales Rep. regarding tenders (PIF analyze, different product specification, features, etc.);
- Customer visits for demo presentations or installations;
- Post-sales support to Sales Rep. regarding tender for LA, MPS, and BAU (installation, configuration, compatibility, etc.);
- Manage rollout of installation and test configuration;
- Manage and create SHI (Special Handling Instructions) for customers;
- Periodic technical review to the customers (ASP-BSD) for technical info, problem escalation, upgrade info and new certification;
- Periodic technical review with service partners regarding the quality of service, technical problems and pending actions;
- Support od admin (Budapest) regarding analyze and approval of escalation and requests by BSD for customer damage and normal request of spare parts.