Field Service Engineer

HP Inc.; Springfield (IL); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

Flexible spending account

Life insurance

Paid holidays

Paid time off

Job summary

HP, Inc. is seeking a Field Service Engineer to support Pagewide operations in the United States. Based in Elk Grove, IL, you will drive installation activities, provide site-specific guidance, and deliver software services across pre-sales and post-sales support.

You will tackle complex issues, mentor teammates, and contribute to continuous improvement while traveling up to 25% for client sites. Successful candidates will have substantial hands-on experience with automation, electromechanical

Qualifications

• High School Diploma or equivalent; 6–8 years of related work experience in HP products or on-site customer support.
• Experience with enterprise customers, pre/post-sales and service delivery support is preferred.
• Strong knowledge of automation, electromechanical systems and operating systems.

Responsibilities

• Provide installation guidance, site information and access to relevant contacts.
• Address customer relations challenges promptly and escalate as needed.
• Deliver software services across pre-sales, post-sales, and service delivery.
• Support large enterprise accounts with tailored solutions and proactive monitoring.
• Offer onsite and remote technical support and coordinate escalation when required.
• Mentor team members and identify process improvements for better customer experiences.
• Travel up to 25% for site visits and out-of-state travel as required.

Skills

Automation Systems

Electromechanical Systems

Operating Systems

Field Service Management

Preventive Maintenance

Technical Services Delivery

Technical Support

Customer Relationship Management

Customer Support

Digital Fluency

Education

High School Diploma/GED

Tools

Hand & Power Tools

Test & Diagnostic Equipment

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 and 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 wich 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.
• Typically has 6-8 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Knowledge & Skills

• Automation Systems
• Hand & Power Tools Proficiency
• Electromechanical Systems
• Operating Systems (Windows Server/Linux Red Hat or relevant platforms)
• Test and Diagnostic Equipment
• Electronics & Electrical Fundamentals
• Environmental, Health and Safety
• Field Service Management
• Preventive Maintenance
• Technical Services Delivery
• Technical Support (On site and remote)
• Safety Standards
• Key Performance Indicators (KPIs)
• Process Improvement
• Customer Relationship Management
• Customer Support

Cross-Org Skills

• Effective Communication
• Results-Oriented Mindset
• Learning Agility and Continuous Learning
• Digital Fluency
• Customer Centricity

The pay range for this position is $25 to $38 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off (US benefits overview (https://hpbenefits.ce.alight.com/) )

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

25%

Relocation -

No

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy (https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225) or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal (http://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf) "