Field Technical Support Representative

HP•TW2CA - Teleworker/Offsite-USA-CA, CA

1d•$25 - $38•Onsite

About The Position

This role is responsible for delivering exceptional customer support for HP Indigo digital presses by leading installation, maintenance, and service activities across assigned accounts. The Field Service Engineer (FSE) plays a critical role in improving customer satisfaction through proactive service delivery, technical expertise, and effective communication. This position supports pre-installation planning, on-site installation, break-fix activities, and ongoing system optimization, while working closely with customers, internal teams, and technical specialists to ensure consistent press performance and uptime.

Requirements

High School Diploma/GED or equivalent experience required; technical certification or associate degree preferred.
Typically 5–8 years of experience in field service, preferably in digital printing, offset printing, or industrial equipment support.
Experience supporting HP Indigo presses or similar high-complexity production equipment strongly preferred.
Technical certifications in electromechanical systems, electronics, or digital printing technology
HP Indigo certification (if applicable)
HP Indigo press systems and digital print technology
Troubleshooting (mechanical, electrical, and print/image quality)
Electromechanical systems and diagnostics
Color management and print quality optimization
Preventive maintenance and system calibration
Field Service Management tools and processes
Customer relationship management
Health, Safety, and Environmental (HSE) compliance
Process improvement and operational efficiency
Use of hand tools, test equipment, and diagnostic software
Customer-centric mindset
Strong communication and interpersonal skills
Results orientation and accountability
Learning agility and continuous improvement mindset
Ability to work independently in field environments
Digital and technical fluency

Responsibilities

Lead and support HP Indigo press installations, ensuring proper site readiness, system setup, calibration, and customer acceptance.
Provide on-site technical support for break-fix activities, including troubleshooting mechanical, electrical, and print quality issues to restore equipment to operational status.
Deliver preventive maintenance and system optimization to maximize press performance, uptime, and customer productivity.
Act as a primary customer interface, managing expectations, addressing concerns, and maintaining strong customer relationships.
Support complex customer environments (e.g., high-volume production sites) by delivering tailored solutions and coordinating escalations when required.
Utilize proactive monitoring tools and diagnostics to identify and prevent potential issues before impacting production.
Collaborate with technical support teams, product specialists, and management to resolve advanced issues and drive continuous improvement.
Assist in press upgrades, retrofits, and value pack installations, ensuring proper execution and customer readiness.
Provide guidance and technical support to third-party service providers and junior engineers when applicable.
Ensure accurate documentation of service activities, parts usage, and technical findings in accordance with HP processes.
Identify opportunities for process improvement, cost efficiency, and service quality enhancements within the district.
Maintain compliance with HP safety standards, environmental policies, and operational procedures.