Field Technical Support

HP•All Cities, OH

18h

About The Position

This role is primarily located in Ohio and is responsible for improving the customer experience through installation information, issue resolution, and software services across pre-sales, post-sales, and service delivery support. It supports diverse customer needs, including tailored solutions for complex accounts, and uses proactive monitoring to help prevent problems and improve customer experiences. The role provides onsite break-fix support and technical assistance, resolves complex issues, coordinates departmental work, mentors team members, and identifies opportunities for improvement. Travel is 25% of the time and may include out-of-state travel.

Requirements

High School Diploma, GED, Higher Secondary education, commensurate work experience, or demonstrated competence.
Typically 6–8 years of related work experience.
Knowledge or experience in automation systems, hand and power tools, electromechanical systems, operating systems such as Windows Server or Linux Red Hat, test and diagnostic equipment, electronics and electrical fundamentals, environmental health and safety, field service management, preventive maintenance, technical services delivery, onsite and remote technical support, safety standards, KPIs, process improvement, customer relationship management, and customer support.
Effective communication, results-oriented mindset, learning agility and continuous learning, digital fluency, and customer centricity.
Travel 25% of the time, which may include out-of-state travel.

Nice To Haves

Related experience with HP products in a customer base, account management, computer customer support, onsite customer support, mission-critical systems, or a related field.

Responsibilities

Provide customers with installation information, site-specific details, and relevant contacts.
Address customer-relation challenges and provide guidance, escalating issues according to established protocols.
Provide software services across pre-sales, post-sales, and service delivery support.
Deliver tailored services to large enterprise, complex, or corporate accounts.
Use proactive monitoring techniques and tools to identify opportunities 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.
Resolve complex issues and recommend improvements using creative and effective approaches.
Coordinate departmental and functional work, mentor the team, and serve as an escalation point.
Identify improvement opportunities, make recommendations, and support effective business controls through review, analysis, and verification.
Assist various departments, monitor process execution, and foster positive working relationships with associates and management.