Customer Solution Center Consultant 3 - Technical

Customer Solution Center Consultant 3 - TechnicalDescription -Job SummaryApplies advanced subject matter knowledge to solve complex technical issues and is regarded as a subject matter expert in Digital Press Workflow. Frequently contributes to the development of innovative ideas, methods, and troubleshooting. Works on complex technical problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Acts as a Level 3 expert providing direction and guidance to remote, field, and sales support. Frequently represents the Indigo Services organization to external customers/clients. Exercises significant autonomy within broadly defined policies and practices to determine the best method for accomplishing work and achieving objectives. May provide training, mentoring, and guidance to cross organization and lower tier employees.ResponsibilitiesProvide expert-level technical support for complex software issues escalated from lower support tiers with a sense of urgency, ensuring minimal disruption to customer operationsServe as a subject matter expert (SME) for specific software products, systems, or technologies to cross-functional teams and lower-tier support engineersDevelop and maintain comprehensive knowledge of software architecture, configuration, and integration capabilitiesCreate and maintain detailed documentation, including knowledge base articles and troubleshooting guides, to aid in issue resolutionCollaborate with product management to prioritize feature enhancements or bug fixes based on customer needs and feedbackContinuously seek opportunities to enhance support processes, streamline workflows, and improve overall customer satisfactionProvide technical assistance and support to customers remotely for the Remote Support Engineer (RSE) Team as neededInstall, configure, and update software and hardware systems for the RSE Team as neededPerform system upgrades and maintenance tasks for the RSE Team as neededKnowledge & SkillsEffective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer CentricityExperience working with digital pressesExperience working pre-press issuesExperience installing/upgrading server softwareExperience troubleshooting network and related connectivity issuesUnderstanding of color managementPreferred experience with HP Indigo DFE and associated softwareEducationBachelor's degree preferred or equivalent experience required in the technical field3+ years working experience in related fields desiredAdditional informationJoin a successful team that works well together, committed to each other, has a deep sense of trust with one another, and cares about each otherProvide a quarterly summary report of DFE escalations, installations accomplished and challengesContinue with technical training as well as travel to customer sites to install and provide advanced training for customers when needed and commissionedAble to work a shift that supports customers during the hours of 8am - 8Pm Eastern TimeOn call/Standby/Overtime required on a rotation basis to support:Customer Peak SeasonsEOQ Weekend Support for new installsTradeshow supportHolidays coverage End of the year shut downHP HolidaysOvertime as needed when dealing with complex and challenging Strategic and Premier accounts regarding machine down situationsImpact & ScopeImpacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making processDisclaimerThis job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.Job -ServicesSchedule -Full timeShift -No shift premium (United States of America)Travel -Relocation -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 you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement