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 current 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

📌 Senior Field Technical Support Consultant (Bengaluru)
🏢 Hp
📍 Bengaluru