HP Indigo Field Service Tech

HP•All Cities, OH

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 addressing customer-related issues promptly and providing comprehensive software services for post-sales and service delivery support. The position also maintains documentation, collaborates on operational and process improvements, protects confidential data, and completes assignments with minimal supervision. The role has a broad impact across multiple teams and acts as a project leader, providing direction to team activities and facilitating information validation and team decision-making. Assignments are moderately complex and require intermediate problem resolution. The position is full-time, has no shift premium, and requires 75% travel. Relocation is not offered.

Requirements

High school diploma, GED, higher secondary education, commensurate work experience, or demonstrated competence.
Typically 4–6 years of related work experience.
Related experience preferably includes HP products in a customer base, account management, computer customer support, on-site customer support, mission-critical systems, or a related field.

Nice To Haves

Experience with HP products in a customer base, account management, computer customer support, on-site customer support, mission-critical systems, or a related field.

Responsibilities

Clarify customer requirements and ensure they are fulfilled to maintain high customer satisfaction.
Promptly and appropriately address customer-relations issues, resolving concerns or escalating them according to established protocols.
Provide post-sales and service-delivery software support, 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 ways to prevent problems and enhance customer experiences.
Maintain departmental documentation, including work orders, software, inventory, and other required paperwork.
Align individual work with strategy and collaborate with teams to improve operations and implement globally standardized processes.
Follow established standards, protect 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.
As a project leader, provide direction to team activities and facilitate information validation and team decision-making.