Field Technical Support

Hewlett Packard Co.; California; Hybrid; USD 70,000 - 100,000; Full time

Job summary

HP, Inc. in the United States is seeking a Field Technical Support professional to improve customer experience by providing installation guidance, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery.

The role supports large enterprise accounts, uses proactive monitoring, and leads onsite escalation with third-party providers to resolve complex issues. Candidates typically have 6–8 years of related experience and a background in HP products;

Qualifications

• High School Diploma or GED or higher education or commensurate work experience.
• Typically has 6-8 years of related work experience in HP products, customer base, account management, or on-site support.

Responsibilities

• Provide on-site field support and installation guidance for customers.
• Address customer-relations challenges and escalate as needed per protocol.
• Deliver software services across pre-sales, post-sales, and service delivery support.
• Support large enterprise accounts with tailored solutions.
• Use proactive monitoring to prevent problems and improve customer experience.
• Lead onsite escalation and support third-party service providers when required.
• Identify opportunities for process improvements and mentor team members.

Skills

Automation

Chemistry

Commissioning

KPI

Electrical Eng

Electromechanics

Safety Standards

Technical Support

Test Equipment

Operating Systems

Preventive Maint

Process Improvement

Customer Support

Education

High School Diploma

Tools

Test Equipment

Job description

Field Technical Support**Description -****Job Summary** • This role is 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. ****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. **Preferred Certifications** NA **Knowledge & Skills** • Automation • Chemistry • Commissioning • 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 • Test Equipment **Cross-Org Skills** • Effective Communication • Results Orientation • Learning Agility • Digital Fluency • Customer Centricity **Impact & Scope** • Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. **Complexity** • Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. **Disclaimer** • This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.**Job -**Services**Schedule -**Full time**Shift -**No shift premium (Mexico)**Travel -****Relocation -****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).