Field Technical Support III

HP; Offre d’emploi; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

An established industry player is seeking a dedicated technical support professional to lead onsite assistance for end users and service providers. This role focuses on delivering exceptional customer experiences by resolving technical challenges and ensuring high satisfaction levels. With responsibilities ranging from managing customer relations to implementing process improvements, you will contribute significantly to the success of service delivery. Join a dynamic team that values innovation and customer loyalty while enjoying comprehensive benefits and a supportive work environment.

Prestations

Health Insurance

Vision Insurance

Disability Insurance

Employee Assistance Program

Flexible Spending

Life Insurance

Generous Time-Off Policies

Parental Leave

Paid Holidays

Paid Time Off

Qualifications

• 4-6 years of experience in technical customer support or servicing digital printing equipment.
• High School Diploma or equivalent work experience required.

Responsabilités

• Maintain high customer satisfaction and manage customer relations effectively.
• Provide technical services and support for hardware and software platforms.

Connaissances

Automation

Customer Relationship Management

Customer Support

Electrical Engineering

Electromechanics

Electronics

Field Service Management

Preventive Maintenance

Technical Support

Troubleshooting

Formation

High School Diploma / GED

4-6 years related work experience

Outils

Windows

Linux

Test Equipment

Description du poste

This role is responsible for leading onsite technical support for end users and authorized print service providers. The family of jobs is focused on managing the onsite delivery of software and hardware services, including presales, postsales, or service delivery support, installation, and configuration for customer environments. The role involves delivering reactive and proactive activities according to the Service Level Agreement to ensure customer satisfaction and loyalty. It maintains high customer satisfaction levels by promptly addressing customer-related issues, maintaining documentation, collaborating for process improvement, ensuring data confidentiality, and completing tasks with minimal supervision.

Responsibilities

1. Maintain a high level of customer satisfaction, responsible for HP Total Customer Experience, revenue growth, profitability, and account retention.
2. Address and manage customer relation issues promptly and appropriately, ensuring concerns are resolved and escalated as per protocols.
3. Provide comprehensive technical services, including postsales and service delivery support, efficiently addressing application issues for remote and local accounts across standard and specialized systems.
4. Lead direct postsales technical support for end users and authorized service providers, resolving technical challenges on designated hardware and software platforms.
5. Employ proactive monitoring methods and tools to identify opportunities for problem prevention and enhancing customer experiences.
6. Maintain departmental documentation on work orders, software inventory, and other required paperwork.
7. Align individual work with strategy, collaborate with teams to improve operations, and implement process improvements to standardize processes globally.
8. Adhere to established standards, ensure data confidentiality, and support business processes with independent judgment.
9. Complete processor-oriented assignments, share technical information, and support operational plans at the department level.
10. Identify and solve varied problems, completing day-to-day tasks with forward planning and minimal supervision.

Education & Experience

High School Diploma / GED / Higher Secondary education or equivalent work experience or demonstrated competence. Typically 4-6 years of related work experience, preferably servicing digital printing equipment, technical customer support onsite, or troubleshooting mechanical and electrical subsystems in a related field.

Knowledge & Skills

• Automation
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment, Health, and Safety
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support

Technical Training & Compensation

The pay range is $22.00 to $33.10 per hour for US candidates, varying by location, knowledge, skills, and experience. Benefits include health, vision, disability insurance, employee assistance, flexible spending, life insurance, and generous time-off policies such as parental leave, paid holidays, and paid time off.

Additional Information

Services are full-time with no shift premium in the US. Travel and relocation are not specified. HP is an equal opportunity employer, providing a discrimination-free workplace. Disclosing personal information is voluntary and kept confidential. For more details on HP's EEO policy, refer to the provided links.

Key Skills

Active Directory, Technical Documentation, Windows, On-Site Support, Test Equipment, Linux, Internet, Preventive Maintenance, Technical Assistance, Troubleshooting, Problem Resolution, Hardware Setup, Technical Support, UNIX

Employment Type: Full-Time

Experience: 4-6 years

Vacancy: 1

Hourly Salary Range: $22 - $33