Senior Field Technical Support Consultant
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Company-specific questions
- 1. Within the past 5 years, have you been employed by the federal or any state or local government or public institution within Australia, Bangladesh, Brazil, Canada, China, Ireland, Korea, Mexico, Pakistan, Philippines, Puerto Rico, Taiwan, United Kingdom, United States and/or Vietnam?
- Conflict of Interest Question 1: HP Policy prohibits employees from engaging in activities that pose a conflict(s) of interest for HP such as: - Outside employment with or receiving compensation from a customer, business partner, supplier, or competitor - Significant financial interest in a customer, business partner, supplier, or competitor held by you or a family member - Conducting business with a customer, business partner, supplier, or channel partner when someone you have a close personal or family relationship has a substantial role in that company - Close personal relationships between employees in the same organization To identify situations that may pose a conflict and be inconsistent with this policy, please advise if you would be engaging in any of the above listed situations or activities during your HP employment if you were hired into the role for which you have applied.
- Conflict of Interest Question 2: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether you have served or are serving in a government or public body that has regulatory authority over HP or that purchases from HP.
- Conflict of Interest Question 3: Certain Legal and ethical restrictions may apply with respect to relationships with government officials. In order to avoid even the appearance of a conflict of interest, please advise: Whether a family member or anyone with whom you have a close personal relationship is a government official with regulatory authority over HP or authority to make or influence a decision to obtain or retain HP business.
- Non-compete Question: Have you signed or accepted any agreement with a current or prior employer that includes restrictions on competition or solicitation, including, but not limited to, non-competition agreement, non-disclosure agreement, non-solicitation agreement, or are you otherwise subject to restrictions that may affect your ability to fulfill responsibilities of this HP role?
- In order to comply with the U.S. Export Control regulations, HP must conduct specific, pre-interview screenings of candidates globally. In order to conduct these screenings, we must obtain information about citizenship/permanent residency. This Information will be used for the sole purpose of US Export Control screenings and will not be considered in any way during the candidate selection process. Please indicate if you are a citizen or permanent resident of ONE OR MORE of the countries listed below, by answering 'yes'. If you are not a citizen/permanent resident of one of the countries listed below, please answer 'no'. The countries are: The countries are: Armenia, Azerbaijan, Belarus, Cambodia, China (People's Republic of China), Cuba, Georgia, Hong Kong, Iran, Iraq, Kazakhstan, Kyrgyzstan, Laos, Libya, Macao (Macau), Moldova, Mongolia, Myanmar (Burma), Nicaragua, North Korea (Democratic People’s Republic of Korea), North Sudan (Khartoum), Russia, Syria, Tajikistan, Turkmenistan, Ukraine, Uzbekistan, Venezuela, Vietnam, Yemen.
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About this role
Employer-provided description, formatted for easier reading.
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.
#LI-POST
Job -
Services
Schedule -
Full time
Shift -
No shift premium (India)
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.
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 "