Field Technical Support Representative For Page Wide Press

Join HP's Pagewide Business

Would you like to join a business that is transforming the printing industry from analog to digital? HP's Pagewide business is one of the fastest growing businesses in the industrial print market! We are hiring Field Service Technical Engineers across the US to support the rapid growth we are undergoing with HP's Pagewide business in the United States. Come be a part of an exciting team and get in on the digital transformation currently underway in the industrial print industry.

This role is responsible for leading technical support for end users who are operating HP's Pagewide Presses in their industrial commercial printing business, utilizing proactive monitoring for issue prevention. The role is responsible for maintaining high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support, to ensure that the customer Pagewide Presses are up and running in production. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Responsibilities include:

• Responsible for maintaining and servicing HP Commercial Web Printing Press.
• Maintain high level of Customer satisfaction by clarifying Customer needs and ensuring that they are met.
• Handle customer-relation problems promptly and appropriately, and escalate issues according to established procedures.
• Provide software service, post-sales or service delivery support and solve application problems for remote or local accounts, on standard and specialized systems.
• Provide direct post-sales systems technical support to end users and HP Authorized Service Providers.
• Solve technical problems on assigned hardware and software platforms.
• Use proactive monitoring procedures/tools to identify problem-prevention opportunities.
• Must be able to travel at least 50% of the time.
• Must have experience with Hardware Support of Printers, preferably commercial printers.
• Must have a valid Passport and can travel outside of the U.S. for Press Training.

Recommended Education & Experience:

• 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 in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.

Knowledge & Skills:

• Knowledge of corporate organization, job, and policies.
• Advanced knowledge of operating systems and software.
• Experience with printer hardware support.
• Basic skills in time management and efficiency-Strong communication skills, problem analysis, and presentation skills.
• Ability to develop Customer relationships.
• Ability to perform while under high-pressure situations.
• Ability to work in a team environment.
• Basic networking, O/S, and troubleshooting knowledge.
• Detailed understanding of general/technical aspects of the onsite printing system repair work.
• Must have mechanical, and electrical experience and skillset.
• Commercial digital printing experience is preferred.

Cross-Org Skills:

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

Impact & Scope:

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

Complexity:

Works on assignments that are moderately complex in nature and require intermediate problem resolution.

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 $22 up to $31 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience. The base pay range for this role is $45,760 up to $65,500 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

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

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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.