Field Technical Support

HP • All Cities, MA

4d

About The Position

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. It serves diverse customer needs with tailored solutions for complex accounts, uses proactive monitoring, provides site support for break-fix activities, and resolves complex issues. The role also coordinates departmental work, mentors the team, identifies opportunities for improvement, and fosters positive working relationships.

The role impacts the department and leads or provides expertise to functional project teams, with possible participation in cross-functional initiatives. Assignments are complex and require initiative and technical or specialized knowledge to resolve problems and develop recommended solutions. The description outlines the general nature and level of work and is not an exhaustive list of duties; responsibilities may change or additional functions may be assigned by management.

Requirements

• High school diploma, GED, higher secondary education, commensurate work experience, or demonstrated competence.
• Typically 6–8 years of related work experience, preferably in HP products in customer-base or account management, computer customer support, onsite customer support, Mission Critical, systems experience, or a related field.
• Knowledge or 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

• Related work experience involving HP products in customer-base or account management, computer customer support, onsite customer support, Mission Critical, or systems experience is preferred.

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.
• Deliver software services across pre-sales, post-sales, and service delivery support.
• Provide tailored services to large enterprise, complex, or corporate accounts according to their specific requirements.
• Use proactive monitoring techniques and tools to identify ways to prevent problems and improve customer experiences.
• Provide site support for customer break-fix activities and technical assistance to third-party and authorized service providers; lead onsite escalation support when needed.
• Apply extensive knowledge to resolve complex issues and recommend improvements using creative and effective approaches.
• Coordinate departmental work, mentor the team, and serve as an escalation point for issues in the related area of work.
• Identify and recommend improvements, and support 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.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long-term and short-term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time-off policies, including 4–12 weeks of fully paid parental leave based on tenure
• 13 paid holidays
• 15 days of paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED