Field Service Engineer

Socket.dev; Illinois; Hybrid; USD 65,000 - 90,000; Full time

Job summary

HP's Pagewide business is transforming the printing industry from analog to digital. The Field Service Technical Engineer will support installation, address challenges, and deliver software services across pre-sales, post-sales, and service delivery.

Based primarily out of Elk Grove, Illinois, this role improves customer experience, mentors the team, and coordinates cross-functional work while traveling up to 25%.

Qualifications

• High School Diploma or GED or equivalent experience.
• Experience in field service or technical support preferred.

Responsibilities

• Enhances customer experience with installation activity overview and contacts.
• Address customer-relations challenges and escalate per protocols.
• Provide software services across pre-sales, post-sales, and service delivery.
• Deliver tailored services to large enterprise, complex, or corporate accounts.
• Use proactive monitoring to prevent problems and improve experiences.
• Provide site support for break-fix and onsite escalation.
• Apply extensive knowledge to resolve complex issues and suggest improvements.
• Coordinate departmental work and mentor the team as escalation point.
• Identify improvement opportunities and ensure business controls through analysis.
• Coordinate the functional work and foster positive relationships across departments.
• Travel 25% of the time, which may include out-of-state travel.

Skills

Field service

Technical troubleshooting

Customer support

Communication

On-site support

Education

High School Diploma/GED

Job description

Field Service Engineer

Description -

Would you like to join a business that is transforming the printing industry from analog to digital? HP’s Pagewide business is one of the fastest growing businesses in the industrial print market! We are hiring a Field Service Technical Engineer to support the rapid growth we are undergoing with HP’s Pagewide business in the United States. Come be a part of an exciting team and get in on the digital transformation currently underway in the industrial print industry.

This role will be primarily based out of Elk Grove, Illinois. This role will be responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships.

Responsibilities

• Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.

• Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.

• Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.

• Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.

• Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.

• Provides site support for customer break-fix activities, offers technical assistance to third‑party and authorized service providers, and leads onsite escalation support when needed.

• Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.

• Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.

• Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.

• Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

• Travel 25% of the time which may include out of state travel

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.

• Typical…