Senior Field Technical Support Consultant

HP
Bengaluru, Gurugram
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 8-12 yearsEducation: bachelorsSkills: ["Stakeholder management","Cross-functional leadership","Technical training","Operational governance","Process improvement"]

Drive technical escalation management and service quality improvements across HP India operations. Own complex hardware and service delivery escalations, guide RCA and recovery strategies, and partner with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders. Improve operational governance using service metrics (e.g., RR30 and PPSNC), build executive dashboards, and deliver partner training, SOPs, and knowledge resources. Lead automation/RPA and continuous improvement initiatives.

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FursaFursa
HP
HP
12 hours ago

Senior Field Technical Support Consultant

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Last checked: 12 hours agoStatus: Live

Job Summary

Drive technical escalation management and service quality improvements across HP India operations. Own complex hardware and service delivery escalations, guide RCA and recovery strategies, and partner with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders. Improve operational governance using service metrics (e.g., RR30 and PPSNC), build executive dashboards, and deliver partner training, SOPs, and knowledge resources. Lead automation/RPA and continuous improvement initiatives.
Location: Bengaluru, Gurugram
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own end-to-end resolution of critical customer escalations and high-impact technical incidents, acting as an SME for complex hardware/service delivery issues.
  • •Monitor and improve service quality metrics (e.g., RR30, PPSNC, AIR, AFR, CE Scorecard) and develop corrective action plans through data analysis and trend reviews.
  • •Design and deliver technical training and capability development for HP partners and subcontractors, including TTT, audits, ride-alongs, SOPs, and knowledge materials.
  • •Improve customer experience through proactive communication, technical advisories, and escalation management while ensuring warranty compliance, service policy adherence, and quality governance.
  • •Build executive dashboards and operational reports from service/repair/material data, and drive innovation initiatives to improve repair efficiency, reduce part consumption, and support automation projects.

Key Requirements

  • •8-12 years of experience in Personal Systems and Technology Operations.
  • •Minimum Bachelor’s degree or Diploma.
  • •Strong technical escalation management and service delivery experience, including RCA and problem solving.
  • •Ability to manage customer relationships and operational governance across stakeholders.
  • •Experience with data analysis and reporting (Power BI/Excel) and improving service quality using KPIs.
Experience:8-12 years
Education:Bachelor's
Skills:Stakeholder managementCross-functional leadershipTechnical trainingOperational governanceProcess improvement
Tech Stack:Power BIExcelRPA

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
Glassdoor
Glassdoor: 3.8
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