The Role of EOT specialist supports the MPS (Managed Print Services) contract termination procedures.
A MPS contract is an agreement between HP and its customers & partners under which HP is offering an end to end corporate print environment solution, which may include hardware, applications, support & maintenance services.
EOT agents are being engaged as soon MPS contracts approach their end. It might be the contract reaches its natural end or a decision is made for earlier termination or extending the contract.
Each scenario requires specific procedural steps and the EOT agent is supporting the proper procedure completion. The EOT agent plays a key role as MPS contracts are complex in their nature and engage multiple internal and external teams.
The internal teams the EOT agent works intensely are :
In this relationship the EOT agent steps in as mediator and on behalf of the SDM / CM with all other internal & external teams until successful EOT event completion.
Additionally, as requestor the SDM provides certain documents and EOT agent’s obligation is to validate that those meet agreed criteria.
The external teams the EOT agent engages are :
Above interactions engage the usage of different tools, calculators, collaboration platforms, etc. Intense use of MS Office apps is a daily routine for EOT agents and advanced knowledge of primarily Outlook, Excel, Word, SharePoint & Work Flows is requirement for the role.
Experience with SAP or other ERP systems, along with general financial comprehension is a plus.
Fluency in English is a must as the team operates in international environment (EMEA focused).
A successful EOT agent possesses strong analytical skills, is able to follow and coordinate multiple information flows; communicates with ease and is agile personality able to identify priorities in sometimes challenging situations.
Overall, the role of an EOT agent streamlines the collaboration between multiple HP internal & external teams, to fulfil variety of validations, procedures, documents and communication leading to successful EOT event processing.
Further general requirements for the role are :
I level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope.
Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action.
Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.
Incident Management :
Escalation Management :
Problem Management :
Change Management / Implementation :
Project Management :
Customer Relationship Management :
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