Support Engineer

The Remote Support Engineers (ATS L1) are part of the Regional Remote Support organization. They are responsible for remotely resolving technical issues for our customers and, when necessary, identifying required parts and determining whether it is appropriate to dispatch a Field Service Engineer (FSE) for onsite repair. Providing fast and effective remote solutions ensures high-quality customer experience and maximizes the productivity of our customers’ presses. ATS L1 engineers operate within a virtual ecosystem alongside Field Support Engineers, ensuring that the right solution is delivered at the right time. ATS L1 engineers typically interact with customers through remote channels (telephone, email, and virtual tools) and follow up until the issue is fully resolved. The efficiency and effectiveness of the support provided by ATS L1 engineers are critical to achieving our organizational goals in terms of Customer Experience, Remote Resolution, Quality, and Cost. As part of our “future-ready” strategy, we are integrating AI into our presses and support ecosystem, including the use of virtual reality tools such as HoloLens and our xRServices project., As an Indigo Remote Support Engineer (ATS L1) this person will work across the different support functions defining the end-to-end activity leading to the right customer solution. His/Her primary roles are to:

• Provide expert support to remotely resolve hardware issues for customers, including product calibrations and adjustments.
• Trigger an onsite intervention (parts and/or FSE dispatch) when the issue cannot be resolved remotely. Accurate diagnosis and correct part identification are key to ensuring a proper handover to the Field Service Engineer (FSE).
• Keep customers informed of the status of their case, escalate issues within the Remote Support organization as needed, and manage interactions to maximize the Total Customer Experience (TCE). Escalated cases require ATS L1 follow-up until closure.
• Document case history and all customer interactions in the HP Services System to ensure proper handovers to field teams, enable product/case tracking and support reporting. This includes details such as the issue, customer inputs, data gathered, troubleshooting steps, diagnostics, dispatched parts, and follow-ups.
• Prepare the FSE before the visit by updating the case notes and systems with all troubleshooting steps performed.
• Guide and advise customers on supplies lifespan.
• Contribute to knowledge management by sharing expertise with the rest of the organization.
• Assist customers on topics such as product features, specifications, part information and compatibility, maintenance routines, training programs, and technical inquiries, based on customer entitlement.
• Build strong relationships with customers and Field Engineers, fostering collaboration to accelerate issue resolution and support consultancy needs. Main metrics to measure the Remote Support Engineer (ATS L1) contribution include: Customer Satisfaction, Diagnostic Accuracy, Remote Resolution Rate, Time to Resolve, Parts Consumption, and Efficiency.

• Bachelor’s degree minimum (Engineering preferred - Mechanical, Industrial, or Electrical)
• Solid technical foundation with the ability to read and interpret electrical and electronic diagrams.
• Previous experience in customer-facing roles (either onsite or remote technical support) is a plus.
• Proficient in German and English (written and spoken); additional languages are a plus.
• Skilled in remote troubleshooting, diagnostics, and use of virtual collaboration tools.
• Familiarity with Graphic Arts technologies, digital printing, or related systems is an advantage.
• Strong analytical and problem-solving mindset, with a clear and concise approach to technical documentation.

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