Field Technical Support Representative

Job Summary

Within the HP Printing press family, there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of knowledge of Mechanical and Electrical job skills, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. Deliver reactive and proactive activities according to the Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems and onsite technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for HP Total Customer Experience as well as the revenue growth, profitability, and account retention.

Responsibilities

• Applies developed knowledge of Customer Experience as well as the revenue growth, profitability, and account retention. Company policies and procedures to complete a wide variety of difficult assignments/tasks.
• Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.
• Works under limited supervision and normally receives no instructions on routine work and general instructions given for new assignments. Job requires 50% travel in supporting customers and training needs.
• 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.
• 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.
• 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: Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.

Knowledge & Skills

Customer Relationship Management, Customer Support, Field Service Management, Hand Tools, Key Performance Indicators (KPIs), Preventive Maintenance, Safety Standards, Technical Services, Technical Support, Technical Training, Test Equipment

The pay range for this position is $24.00 to $33.65 per hour (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.

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.