HP Indigo Field Service Tech

HP Inc Poland; Michigan; Hybrid; USD 34,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

Employee assistance

Flexible spending account

Life insurance

Parental leave

Paid holidays

Paid time off

Job summary

HP Indigo is seeking an experienced Field Service Technician to enhance customer experiences by guiding installation activities, addressing challenges, and delivering software services across pre-sales, post-sales and service delivery. You will support large enterprise accounts, use proactive monitoring, and mentor teams on-site.

This role requires extensive technical knowledge, the ability to resolve complex issues, and willingness to travel up to 75% to customer sites across the United States.

Qualifications

• High School Diploma or GED or commensurate work experience.
• Typically 6–8 years of related work experience in HP products or customer support
• Certifications NA

Responsibilities

• Enhances customer experience with overview of installation activities and site information.
• Addresses customer-relations challenges and escalations per protocols.
• Offers software services across pre-sales, post-sales, and service delivery support.
• Delivers services to large enterprise, complex, or corporate accounts with tailored solutions.
• Uses proactive monitoring to identify opportunities to prevent problems and improve experiences.
• Provides onsite break-fix support and assists third-party providers; leads escalation when needed.
• Applies extensive knowledge to resolve complex issues and proposes improvements.
• Coordinates department work, mentors the team, and acts as escalation point for related issues.
• Identifies opportunities for improvement and ensures effective business controls through review and verification.
• Coordinates functional work within the department and supports various departments and management.

Skills

Automation

Chemistry

Commissioning

CRM

Customer Support

Electrical Engineering

Electromechanics

Electronics

Field Service

Hand Tools

KPIs

Operating Systems

Preventive Maintenance

Process Improvement

Safety Standards

Technical Services

Technical Support

Technical Training

Test Equipment

Education

GED/High School Diploma

Tools

Test Equipment

Hand Tools

Job description

HP Indigo Field Service Tech 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. 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)

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 - Shift 1, 0% premium (United States of America) Travel - 75% 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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