Field Technical Support

HP•TW2MA - Teleworker/Offsite-USA-MA, MA

6d•$25 - $38

About The Position

This role improves the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. It serves diverse customer needs, including providing tailored solutions for complex accounts. The role uses proactive monitoring, provides onsite support for break-fix activities, and applies expertise to resolve complex issues. It also coordinates departmental work, mentors team members, identifies improvement opportunities, and fosters positive working relationships. The position typically requires 6–8 years of related work experience, preferably in HP products in customer base, account management, computer customer support, onsite customer support, mission-critical work, systems experience, or a related field. A high school diploma, GED, higher secondary education, commensurate work experience, or demonstrated competence is required. The role’s impact includes leading or providing expertise to functional project teams and potentially participating in cross-functional initiatives. Assignments are complex and require initiative and technical or specialized knowledge to resolve problems or develop recommended solutions. The position is full-time. The listed pay range for candidates in the United States is $25–$38 USD per hour; pay varies by location, job-related knowledge, skills, and experience. HP’s benefits package includes health, dental, and vision insurance; long- and short-term disability insurance; an employee assistance program; a flexible spending account; life insurance; and time off policies that include 4–12 weeks of fully paid parental leave based on tenure, 13 paid holidays, and 15 days of paid time off.

Requirements

High school diploma, GED, higher secondary education, commensurate work experience, or demonstrated competence.
Typically 6–8 years of related work experience.
Relevant experience preferably in HP products in customer base, account management, computer customer support, onsite customer support, mission-critical work, systems experience, or a related field.
Knowledge and skills in automation, chemistry, commissioning, customer relationship management, customer support, electrical engineering, electromechanics, electronics, environmental 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.

Nice To Haves

Preferred experience in HP products, customer base, account management, computer customer support, onsite customer support, mission-critical work, or systems experience.
Preferred certifications: Not applicable (NA).

Responsibilities

Provide customers with an overview of installation activities, site-specific information, and relevant contacts.
Address customer-relations challenges promptly, provide guidance, and escalate issues according to established protocols.
Provide software services across pre-sales, post-sales, and service delivery support.
Deliver services and tailored solutions to large enterprise, complex, or corporate accounts according to their specific requirements.
Use proactive monitoring techniques and tools to identify opportunities to prevent problems and improve customer experiences.
Provide site support for customer break-fix activities, assist third-party and authorized service providers with technical issues, and lead onsite escalation support when needed.
Resolve complex issues using extensive knowledge and recommend improvements through effective, creative approaches.
Coordinate departmental work, mentor the team, and serve as an escalation point for issues in the relevant work area.
Identify and recommend improvement opportunities, and help assure effective business controls through review, analysis, and verification.
Coordinate functional work within the department, assist other departments, monitor process execution, and foster positive working relationships with associates and management.