Jairo Torres

Experience

• 

  Grafix Digital S.A.

  Oct 2005 - Jul 2009

  Technical Support Engineer

  As Field Service Engineer I was responsible for providing technical support to customers on operational and maintenance aspects of HP-Indigo digital presses, including installation, testing, calibration, troubleshooting, diagnostics, parts replacement, training, corrective and preventivemaintenance of the printing presses and their associated peripherals within the standards required by HP-Indigo and focused on client needs and the industry.Responsible for Service and Support Tracking, achieve the service quality in accordance, plan and manage proactive customer visits in order to keep and improve the customer relationship.As well as assisting the commercial team on sales of digital presses and printers in the graphic arts market place focusing on the advantages of the products. Mostrar menos

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  AREVA T&D

  Jul 2009 - Jul 2010

  Substation Automation Engineer

  As Substation Automation Engineer I was responsible for configuration, testing, and commissioning of Digital Control Systems for Automation Systems in energy transmission and distribution in Latin America and the Caribbean region. Specific Functions:Configure – FAT Factory Acceptance Tests – SAT Site Acceptance Test.Resolve technical issues and close pending items for Control Systems on site.Design, developed and to improve engineering for projects in Automation Substations.Resolve and follow-up customer complaints and assess customer's satisfaction after resolution.Ensure compliance to technical specification and resolve outstanding technical issues, if any with customer.Commissioning and operation of transmission substations and power distribution in energy, oil and gas. Mostrar menos

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  Schneider Electric

  Jul 2010 - Jan 2012

  Substation Automation Engineer

  As Substation Automation Engineer I was responsible for configuration, testing, and commissioning of Digital Control Systems for Automation Systems in energy transmission and distribution in Latin America and the Caribbean region. Specific Functions:Configure – FAT Factory Acceptance Tests – SAT Site Acceptance Test.Resolve technical issues and close pending items for Control Systems on site.Design, developed and to improve engineering for projects in Automation Substations.Resolve and follow-up customer complaints and assess customer's satisfaction after resolution.Ensure compliance to technical specification and resolve outstanding technical issues, if any with customer.Commissioning and operation of transmission substations and power distribution in energy, oil and gas. Mostrar menos

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  HP

  Sept 2012 - now

  Responsible to manage the remote support center for latinoamerica and the caribeann. Leading, mentoring and developing new processes to accomplish the objectives established by the management team. Close follow up over KPIs, SLAs and the escalation process to assure and provide the best in class service to customers and partners. Build strategies to adopt the remote support as the main structure of the service reaching high level of resolution rate. Resposible to resolve technical hardware and software problems for our customers in the region. Following processes to assure proper resolution and dispacth cases to field when necesary. Keep the systems, partners and customers informed about status of their cases to improve Total Customer Experience. Service support specialist in MCA area including remote and onsite support. Installations, calibration and troubleshooting on digital offset printing presses HP Indigo. This also includes to support channels and distributors services teams within the region. Provide leadership on the e2e channels services delivery, encouraging service excellence and TCE. Promote & support strategic program and accounts. Responsible for service and support tracking focused on customer needs/satisfaction.

  • LAC Indigo Technical Care Center lead

    Jan 2019 - now

  • LAC Remote Support Specialist - Indigo

    Sept 2017 - Jan 2019

  • MCA Indigo-Field Technical Specialist Consultant

    Sept 2012 - Sept 2017