Field Technical Support

Field Technical Support

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 include enhancing customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts. The role addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols. It offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs. The role delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements. It utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences. The role 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. It applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches. The role coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work. It identifies opportunities for improvement, makes recommendations, and assures effective business controls through review, analysis, and verification. The role coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

Recommended education and experience include a 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.

Knowledge and skills include 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, and test equipment. Cross-org skills include effective communication, results orientation, learning agility, digital fluency, and customer centricity.

The role impacts the department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. It works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.

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).

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.