HP Indigo Field Service Tech
About The Position
This role leads technical support for end users and authorized service providers, using proactive monitoring to prevent issues and improve customer experiences. It maintains high customer satisfaction by promptly addressing customer concerns and providing comprehensive post-sales software and service-delivery support for remote and local accounts, including standard and specialized systems. The position maintains work-order, software, inventory, and other departmental documentation; collaborates with teams on operational and process improvements; protects data confidentiality; and supports business processes with independent judgment. It also shares technical information, supports department-level operational plans, and completes moderately complex assignments with intermediate problem resolution, forward planning, and minimal supervision. The role has an impact across multiple teams and may lead project activities and facilitate information validation and team decision-making.
Requirements
- High school diploma, GED, higher secondary education, commensurate work experience, or demonstrated competence.
- Typically 4–6 years of related work experience, preferably in HP products in a customer base, account management, computer customer support, on-site customer support, Mission Critical, systems experience, or a related field.
- Ability to address moderately complex assignments requiring intermediate problem resolution.
- Skills or knowledge in automation, chemistry, commissioning, customer relationship management, customer support, electrical engineering, electromechanics, electronics, environment health and safety, field service management, hand tools, KPIs, operating systems, preventive maintenance, process improvement, safety standards, technical services, technical support, technical training, and test equipment.
- Cross-organizational skills in effective communication, results orientation, learning agility, digital fluency, and customer centricity.
Responsibilities
- Clarify customer requirements and ensure they are fulfilled to maintain customer satisfaction.
- Address customer-relations issues promptly and appropriately, resolving or escalating concerns according to established protocols.
- Provide post-sales and service-delivery software support, including addressing application issues for remote and local accounts across standard and specialized systems.
- Lead direct post-sales technical support for end users and authorized service providers, resolving technical challenges on designated hardware and software platforms.
- Use proactive monitoring methods and tools to identify opportunities to prevent problems and improve customer experiences.
- Maintain documentation for work orders, software, inventory, and other required departmental paperwork.
- Align work with strategy and collaborate with teams to improve operations and standardize processes globally.
- Follow established standards, maintain data confidentiality, and support business processes using independent judgment.
- Complete process-oriented assignments, share technical information, and support department-level operational plans.
- Identify and solve varied problems and complete day-to-day tasks with forward planning and minimal supervision.
- Provide direction to team activities and facilitate information validation and team decision-making as a project leader.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long-term and short-term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- 4–12 weeks of fully paid parental leave based on tenure
- 13 paid holidays
- 15 days of paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
