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Test Engineer in Blue Ash, OH at RightStone

Date Posted: 11/7/2018

Job Snapshot

Job Description

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders, and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences and perspective they bring. Thats how we work at HP. And this is how ideas and people grow.

Responsibilities: Plans and arranges the labor, schedules, and equipment required for testing and evaluating standard and special devices. Provides test area with parameters for sample testing and specifies tests to be performed. Compiles data and defines changes required in testing equipment, testing procedures, manufacturing processes, or new testing requirements. Responsible for testing all customers samples and for special tests that cannot be performed in the test area. Responsible for designing, developing and implementing cost-effective methods of testing and troubleshooting systems and equipment.Specialist: Applies developed subject matter knowledge to solve common and complex business issues within established guidelines and recommends appropriate alternatives. Works on problems/projects of diverse complexity and scope. Exercises independent judgment within generally defined policies and practices to identify and select a solution. May act as a team or project leader providing direction to team activities and facilitates information validation and team decisionmaking process. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

Job Requirements

Job Location will be based in Blue Ash, OH. Responsibilities

  • Escalation management- The primary duty of 2LS shall be to provide elevated technical expertise on customer in-warranty issues that are not readily resolvable by the frontline agents.
  • Responsible for diagnosis, analysis, capture of units, thorough documentation, highly developed communication and soft skills, as well as possible elevation to third level resources.
  • This position will have a higher technical proficiency surrounding Thin Client and Retail Point of Sale machines with specialization in Citrix/VMWare/Solid State engineering and security systems. Will also have proven project and escalation management experience in the technical field over several disciplines and technology core concepts.
  • Performance will be judged by hard metrics of fast response time to assignment of a case, closing the issue with sufficient customer satisfaction in the shortest amount of time, and keeping the customer informed and delighted through the entire process.
  • Escalations require:
  • the typical troubleshooting steps involved with an elevation along with
  • standard meeting cadences,
  • agendas,
  • communicated meeting notes and executive formatted updates at every level,
  • engagement with a wide array of peer groups (SMEs, 3LS, frontline, CE, CSM, sales/presales, account managers, ODM and OSSP partners, channel partners, etc),
  • Large Account and Executive Escalations - This engineer will focus on target large assigned customer sets that may be presented in/out of process or have direct executive involvement due to the high-profile nature of the customer or the amount of current and future business at stake. These types of escalations may require directed and focused issue resolution teams and regular meeting cadences to achieve satisfactory closure and prevent spread of class issues across families of products.
  • Travel may be required up to 25% of the time on high profile cases owned by the organization that may be currently assigned to this or another 2LS engineer. This engineer must be ready to receive download of current issue status and travel to factory or customer sites to duplicate, debug, troubleshoot, and use technical/learned/tribal knowledge to propose possible test scenarios, workarounds, solutions OR be prepared to capture failing product for greater analysis with R&D teams around the world.
  • and verified application, documentation, and distribution of discovered/engineered workarounds, resolutions, and guides.
  • Project Management duties shall include the management of issue resolution teams as described above but may also include organization coordination of projects similar to identification and closure of process gaps, relocation strategies, tools ordering and deployment, as well as organization, dissemination, and presentation of training materials.
  • Character should include high team leadership and organization qualities to help guide closure on all team and organization goals, mandatory activities, and team building activities/support.