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 Bachelor's degree/ Diploma.

Impact Statement

This role is accountable for improving HP's 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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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.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"