Graduate - Care Center Indigo Remote Support Engineer - German Speaking

Description -

The Remote Support Engineers (ATS L1) are part of the Regional Remote Support organization. They are responsible for remotely resolving technical issues for our customers and when necessary identifying required parts and determining whether it is appropriate to dispatch a Field Service Engineer (FSE) for onsite repair.

Providing fast and effective remote solutions ensures high-quality customer experience and maximizes the productivity of our customers presses. ATS L1 engineers operate within a virtual ecosystem alongside Field Support Engineers ensuring that the right solution is delivered at the right time.

ATS L1 engineers typically interact with customers through remote channels (telephone email and virtual tools) and follow up until the issue is fully resolved. The efficiency and effectiveness of the support provided by ATS L1 engineers are critical to achieving our organizational goals in terms of Customer Experience Remote Resolution Quality and Cost.

As part of our future-ready strategy we are integrating AI into our presses and support ecosystem including the use of virtual reality tools such as HoloLens and our xRServices project.

Responsibilities:

As an Indigo Remote Support Engineer (ATS L1) this person will work across the different support functions defining the end-to-end activity leading to the right customer solution.

His/Her primary roles are to:

• Provide expert support to remotely resolve hardware issues for customers including product calibrations and adjustments.

• Trigger an onsite intervention (parts and/or FSE dispatch) when the issue cannot be resolved remotely. Accurate diagnosis and correct part identification are key to ensuring a proper handover to the Field Service Engineer (FSE).

• Keep customers informed of the status of their case escalate issues within the Remote Support organization as needed and manage interactions to maximize the Total Customer Experience (TCE). Escalated cases require ATS L1 follow-up until closure.

• Document case history and all customer interactions in the HP Services System to ensure proper handovers to field teams enable product/case tracking and support reporting. This includes details such as the issue customer inputs data gathered troubleshooting steps diagnostics dispatched parts and follow-ups.

• Prepare the FSE before the visit by updating the case notes and systems with all troubleshooting steps performed.

• Guide and advise customers on supplies lifespan.

• Contribute to knowledge management by sharing expertise with the rest of the organization.

• Assist customers on topics such as product features specifications part information and compatibility maintenance routines training programs and technical inquiries based on customer entitlement.

• Build strong relationships with customers and Field Engineers fostering collaboration to accelerate issue resolution and support consultancy needs.

Main metrics to measure the Remote Support Engineer (ATS L1) contribution include:
Customer Satisfaction Diagnostic Accuracy Remote Resolution Rate Time to Resolve Parts Consumption and Efficiency.

Education & Experience:

• Bachelors degree minimum (Engineering preferred Mechanical Industrial or Electrical)

• Solid technical foundation with the ability to read and interpret electrical and electronic diagrams.

• Previous experience in customer-facing roles (either onsite or remote technical support) is a plus.

• Proficient in German and English (written and spoken); additional languages are a plus.

• Skilled in remote troubleshooting diagnostics and use of virtual collaboration tools.

• Familiarity with Graphic Arts technologies digital printing or related systems is an advantage.

• Strong analytical and problem-solving mindset with a clear and concise approach to technical documentation.

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Equal Opportunity Employer (EEO) -

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If youd like more information about HPsEEO Policyor your EEO rights as an applicant under the law please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law Supplement