Sr Field Technical Support Consultant

Senior Field Technical Support Consultant

Description -

The Senior Field Technical Support Consultant is responsible for driving technical escalation management, service quality improvement, partner enablement, operational governance, and customer satisfaction across HP India operations. The role serves as a key technical advisor and escalation leader, collaborating with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders to resolve complex customer issues, improve service delivery performance, and drive continuous operational improvement.

Key Responsibilities

Service Quality Operational Excellence

• Monitor and improve key service metrics including RR30, PPSNC, AIR, AFR, CE Scorecard, and repair quality indicators.
• Identify operational improvement opportunities through data analysis and trend reviews.
• Develop and implement corrective action plans to improve overall service performance.
• Support cost reduction, waste elimination, and serviceability improvement initiatives.

Partner Enablement Capability Development

• Design and conduct technical, process, and quality training programs for HP partners and subcontractors.
• Lead Train-the-Trainer (TTT) initiatives, field coaching, audits, and ride-along programs.
• Develop SOPs, knowledge articles, troubleshooting guides, checklists, and customer education materials.
• Drive partner readiness for new products, diagnostics, and service processes.

Customer Experience Governance

• Work closely with strategic customers and account teams to resolve business-critical issues.
• Improve customer experience through proactive communication, technical advisories, and escalation management.
• Ensure warranty compliance, service policy adherence, and quality governance across the service ecosystem.
• Represent HP in customer reviews, technical discussions, and operational governance forums.

Analytics Reporting

• Analyze service, repair, and material consumption data to identify trends, risks, and improvement opportunities.
• Build executive dashboards, operational reviews, leadership updates, and business performance reports.
• Deliver actionable insights to improve efficiency, service quality, and customer outcomes.
• Support data-driven decision making through report automation and process optimization initiatives.

Innovation Process Improvement

• Drive initiatives that improve repair efficiency, reduce part consumption, and enhance serviceability.
• Contribute to automation and RPA projects that eliminate manual effort and improve turnaround time.
• Lead deployment of new tools, diagnostics, and operational best practices across service teams.
• Promote a culture of continuous improvement and innovation.

Technical Escalation Management

• Own end-to-end resolution of critical customer escalations and high-impact technical incidents.
• Act as Subject Matter Expert (SME) for complex hardware and service delivery issues.
• Drive cross-functional collaboration across Field, Quality, ATS, Supply Chain, Engineering, and Global support teams.
• Provide technical guidance for root cause analysis (RCA), corrective actions, and recovery strategies.

Required Skills

• Technical Escalation Management
• Service Delivery Field Operations
• RCA Problem Solving
• Customer Relationship Management
• Data Analysis Reporting
• Operational Governance
• Process Improvement
• Stakeholder Management
• Technical Training Mentoring
• Cross-Functional Leadership
• Power BI / Excel Analytics
• Documentation Knowledge Management

Key Performance Indicators (KPIs)

• RR30 Improvement
• PPSNC Optimization
• Customer Satisfaction Escalation Closure
• Service Quality Metrics
• Cost Savings Waste Reduction
• Training Effectiveness
• SLA Compliance
• Partner Performance Improvement
• Escalation Resolution Time
• Operational Efficiency Gains

Education and Experience

• 8-12 years in Personal Systems and Technology Operations.
• Minimum of Bachelors degree/ Diploma.

Impact Statement

This role is accountable for improving HPs service quality, customer experience, operational efficiency, and partner capability across India. The position combines technical leadership, business escalation management, data-driven governance, and cross-functional collaboration to deliver sustainable improvements and customer-first outcomes.

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Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

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