Field Technical Support
HP
A complete application in a minute
Tailored resume and cover letter, ready to send.
Benefits offered by this job
Job summary
HP is seeking a Field Technical Support professional located in Ohio. The role focuses on improving customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support.
The candidate will work with diverse accounts, offering tailored solutions and coordinating departmental efforts. Travel up to 25% and on-site escalation support may be required.
Qualifications
- High School Diploma or GED or equivalent work experience.
- Typically 6-8 years of related work experience, preferably with HP products in customer base, account management, on-site support or related fields.
- Experience with HP products in customer base, account management, and on-site support is preferred.
Responsibilities
- Enhances customer experience by providing installation overview, site-specific information, and contacts.
- Addresses customer-relations challenges, delivers guidance, and escalates issues per protocol.
- Provides software services covering pre-sales, post-sales, and service delivery support.
- Delivers services to large enterprise or complex accounts addressing their requirements.
- Uses proactive monitoring to identify opportunities to prevent problems and improve experiences.
- Provides on-site support for break-fix activities and guides third-party/service providers; leads escalation.
- Applies knowledge to resolve complex issues and suggests improvements.
- Coordinates department work, mentors the team, and serves as escalation point.
- Identifies improvement opportunities and ensures effective business controls through review and verification.
- Coordinates functional work, supports other departments, and fosters positive relationships.
- Travel expected 25% of the time, potentially out-of-state.
Skills
Education
Job description
This role will be primarily located in, Ohio. 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.
- 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
- 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.
- 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
- Effective Communication
- Results-Oriented Mindset
- Learning Agility and Continuous Learning
- Digital Fluency
- Customer Centricity
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)
The pay range for this position is $29 to $43 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)
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.
Services
Full time
No shift premium (United States of America)
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"
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
