Senior Field Technical Support Consultant
Core
Drive technical escalation management, service quality improvement, partner enablement, and operational governance for HP India operations.
Role type
Senior Field Technical Support Consultant (Service Operations & Escalation Lead)
Builds
Service delivery performance, partner capability, and customer satisfaction outcomes
Domain
IT Hardware Services & Field Operations
Deliverable
dashboards & analysis
Required skills
Technical Escalation Management, Service Delivery & Field Operations, RCA & Problem Solving, Data Analysis & Reporting, Operational Governance, Process Improvement, Technical Training & Mentoring, Cross-Functional Leadership, Power BI / Excel Analytics, Documentation & Knowledge Management
Preferred skills
None stated
Technologies
Power BI, Excel
Responsibilities
Monitor and improve key service metrics (RR30, PPSNC, AIR, AFR, CE Scorecard), Design and conduct technical training programs for partners, Own end-to-end resolution of critical customer escalations, Analyze service and material consumption data to identify trends, Develop SOPs, knowledge articles, and troubleshooting guides, Drive initiatives to improve repair efficiency and reduce part consumption
Seniority
Senior, hands-on IC with leadership responsibilities
