Customer Engineer at Hewlett Packard



Hewlett-Packard (HP) is a leading global provider of products, technologies, solutions and services to consumers and businesses. Our offerings span IT infrastructure, personal computing and access devices, global services and imaging and printing for consumers, small to medium business and enterprises.  Revenue reached US$100 billion for 2007.  The company is organized into three main business groups, namely Personal Systems Group (PSG), Technology Solutions Group (TSG), and Imaging and Printing Group (IPG).  In addition, HP Labs, a central research function, focuses on inventing new technologies that change markets and create business opportunities.

HP Personal Systems Group (PSG) is one of the leading providers of personal computers in the world based on unit volume shipped and annual revenue. HP PSG provides commercial PCs, consumer PCs, workstations, handheld computing devices, digital entertainment systems, and other related accessories, software and services for the commercial and consumer markets.

  • Commercial PCs - PSG offers a variety of personal computers optimized for commercial uses, including enterprise and SMB customers, and for connectivity and manageability in networked environments. These commercial PCs include the HP Compaq business desktops and business notebooks
  • Consumer PCs - Consumer PCs include the HP Pavilion and Compaq Presario series of multi-media consumer desktop PCs and notebook PCs, as well as HP Media Center PCs, and are targeted at the home user.
  • Workstations - Workstations are individual computing products designed for users demanding enhanced performance, such as computer animation, engineering design and other programs requiring high-resolution graphics. HP provides workstations that run on UNIX®, Windows® and Linux-based operating systems.
  • Handheld Computing - HP provides a series of HP iPAQ Pocket PC handheld computing devices that run on Windows® Mobile software. These products range from value devices such as music or Global Positioning System receivers to advanced devices with voice and data capability.
  • Digital Entertainment - PSG's digital entertainment products are targeted at the intersection of the personal computing and consumer electronics markets. PSG's digital entertainment products include the HP Digital Entertainment Center, which allows consumers to access their music, movies, home videos and photos from a single device via remote control; and plasma and LCD flat-panel televisions.

HP PSG Indonesia has reached a business size of around $ 200 M  and has been growing in excess of 50% YOY over the past period.  PSG Indonesia is a team of more than 70 sales, marketing and support functions.

The key measures of success for this position are profit, revenue growth and market share, as well as the total customer & partner experience and voice of the workforce (employee engagement).

Job location : Jakarta

Closing date : November 30, -0001

Job Descriptions:

  • Apply growing technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with limited risk/complexity.
  • Integrate technical knowledge and business understanding to create solutions for customers.
  • Resolve routine in-scope technical incidents independently. Work with team members to resolve more complex incidents.
  • Apply HP solutions to meet moderately complex customer needs within area(s) of technical responsibility
  • Participate in Customer Expectation management as part of escalation process
  • Build relationship with management in assigned accounts.
  • Sets expectations with customers based on defined parameters Deliver to a limited number of small-medium assigned accounts.
  • Impact through the accuracy and quality of the services provided on limited account or systems assignment.
  • Able to set expectations with customers based on defined parameters.
  • Participate as active member in teams.

Your Profile

 

Education and Experience Required:

 

Bachelor's degree preferred or Associate degree holder (technical field) with 3-5 years working experience in related fields desired.

 

Knowledge and Skills Required:

 

Basic knowledge of HP products and services offerings. Communicate effectively to technical level and first-level management within an organization Active listening skills and ability to adjust messages to audience level. Problem-solving skills (proactive, reactive and creative based on clearly defined procedures. Conceptual understanding of Information Technology (IT) environments.

 

Critical Competencies to Drive Business Results:

 

Technical Breadth/Depth

Actively builds deeper technical depth in area-of-expertise, and expands knowledge base through development of associated but unfamiliar areas

 

Service Opportunity Review

Understands HP's installed base and the range of service contract coverage available, and applies this knowledge to advance and expand opportunities

 

Customer Experience Management (remote)

Interfaces effectively with customers and internal resources to promote trusted advisor status of HP within accounts and facilitate uniform account support

 

Customer Troubleshooting/Compliance

Acts quickly to resolve customer issues in a way that retains trust and maintains delight with HP

 

Customer Technical Information Sharing

Builds trust & confidence in HP's technical consultative capabilities through education & assistance

 

Services Support Policies & Procedures

Applies understanding of HP service organization and functions to support internal and external customer requests

 

HPS/BU Business Context

Understands the market segments sold into, the business challenges addressed by HP Services (HPS)/Business Unit (BU) solutions, and HP's strategy for market penetration

 

HPS/BU Solutions

Understands HPS/BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold

 

HPS Solution Interfaces

Understands how services in area-of-responsibility fit within or interface with the sales of other solutions - HPS, other Global/General Business Unit (GBU)s, or HP's partner strategies

 

HPS/BU Implementation

Understands the strategy and customer requirements involved in deploying software solutions

 

Change Management

Develops methods for supporting innovation and change across the organization

 

Problem Solving

Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution

If you interested to apply please visit : hp career center


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