Field Technical Support

HP; Illinois; Híbrido; USD 34.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance program

FSA

Life insurance

Parental leave

Paid holidays

PTO

Descripción de la vacante

HP is seeking a Field Technical Support professional to lead on-site technical support for end users and authorized service providers. The role involves delivering software and hardware services, installation and configuration, and proactive problem prevention to ensure customer satisfaction across local and remote accounts.

The ideal candidate has 4–6 years of related experience in digital printing equipment or technical customer support, with strong troubleshooting and field service skills.

Formación

• High School Diploma or GED or commensurate work experience.
• Typically 4-6 years of related work experience, preferably servicing digital printing equipment, technical customer support, and on-site or mission-critical systems.

Responsabilidades

• Maintains high customer satisfaction; contributes to revenue growth and account retention.
• Addresses customer issues promptly and escalates per protocols.
• Provides post-sales and service delivery support for remote and local accounts.
• Leads on-site post-sales technical support for end users and service providers.
• Uses proactive monitoring to identify and prevent problems and improve experiences.
• Maintains documentation on work orders, software, inventory, and related paperwork.
• Collaborates to standardize processes globally and improve operations.
• Follows data confidentiality standards and executes business processes with judgment.

Conocimientos

Customer Support

Field Service

Troubleshooting

On-site Support

Documentation

Electrical/Electro-mechanical

Process Improvement

Safety and Compliance

Educación

High School Diploma/GED

Herramientas

Remote Diagnostics Tools

CRM Software

Descripción del empleo

Field Technical Support Description - This role is responsible for leading on-site technical support for end users and authorized print service providers. The family of jobs is focused on managing the onsite, delivering software and hardware services, pre-sales, post-sales or service delivery support, installation, and configuration for customer environments. Deliver reactive and proactive activities according to the Service Level agreement to ensure customer satisfaction and loyalty. The role maintains high customer satisfaction levels, addressing customer-related issues promptly. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Responsibilities

• Maintains high level of customer satisfaction, responsible for HP Total Customer Experience as well as revenue growth, profitability, and account retention.
• Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
• Provides comprehensive technical services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
• Leads direct post-sales technical support for end users and organization’s authorized service providers, resolving technical challenges on designated hardware and software platforms.
• Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
• Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically has 4-6 years of related work experience, preferably servicing digital printing equipment, technical customer support, on site customer support, Mission Critical, systems experience or troubleshooting Mechanical and Electrical subsystems in a related field.

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

The pay range for this position is $25.00 to $38.10 per hour (applies to US candidates only). Pay varies by work location, job‑related knowledge, skills, and experience.

• 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)

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 - 50% 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 or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal”

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