Page Wide Industrial Remote Service Engineer

HP; United States; Remote; USD 74,000 - 114,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Disability insurance

EAP

Flexible spending account

Life insurance

Generous time off

Parental leave

Paid holidays

Paid vacation

Job summary

HP seeks a technically adept professional to manage critical technology areas and resolve highly complex incidents. You will apply HP solutions, design specialized support, and drive cross-technology collaboration with senior stakeholders.

You will lead projects, identify growth opportunities during renewals, and mentor teams while ensuring customer expectations are met and internal processes are optimized. A strong ITIL background is preferred.

Qualifications

• Four-year or graduate degree in Computer Science, Information Systems, or related discipline.
• 4-7 years of work experience, preferably with HP products in the customer base, account management, and on-site customer support.
• ITIL certifications preferred.

Responsibilities

• Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas.
• Resolves incidents independently and collaborates to address unusually complex or cross-technology incidents.
• Applies HP solutions to address highly complex customer requirements and designs specialized support solutions.
• Identifies additional services and offers technical consultation during contract renewal discussions.
• Cultivates and maintains relationships up to senior management in assigned accounts.
• Resolves problems promptly and escalates as needed, managing customer expectations.
• Collaborates with internal groups to resolve client issues and improve team effectiveness.
• Interprets business challenges and recommends best practices to improve products, processes, or services.
• Solves problems with fresh perspective and leads moderate to high complexity projects.
• Delivers professionally written reports and supports operational and strategic plans.

Skills

Automation

CRM

Customer Support

Electrical Engineering

Electromechanics

Electronics

Field Service

Hand Tools

KPIs

Operating Systems

Preventive Maintenance

Process Improvement

Technical Services

Technical Support

Technical Training

Test Equipment

Education

Bachelor or higher in CS/IS/related

Job description

Description -

This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization’s solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

Responsibilities

• Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.
• Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
• Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
• Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
• Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
• Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
• Collaborates extensively with internal groups to resolve client issues, actively contributing to the team’s effectiveness.
• Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
• Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
• Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

Education & Experience Recommended

• Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 4-7 years of 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 or an advanced degree with 3-5 years of work experience.

Preferred Certifications

ITIL Certifications

Knowledge & Skills

• Automation
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope

Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity

Responds to moderately complex issues within established guidelines.

Salary

The pay range for this role is $73,800 to $113,650 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

• 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
• 11 paid holidays
• Additional flexible paid vacation and sick leave (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.

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