Field Technical Support

Become part of a team who is supporting new exciting state of the art printing press technology. This position is on-site for a mid size company in the heart of Wisconsin.

This role is responsible for leading on-site technical support for end users and authorized print service providers. The family of jobs is focused on managing the onsite, delivering software and hardware services, pre-sales, post-sales or service delivery support, installation, and configuration for customer environments. Deliver reactive and proactive activities according to the Service Level agreement to ensure customer satisfaction and loyalty. The role maintains high customer satisfaction levels, addressing customer-related issues promptly. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Responsibilities
Maintains high level of customer satisfaction, responsible for HP Total Customer Experience as well as revenue growth, profitability, and account retention.
Addresses and manages customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
Provides comprehensive technical services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
Leads direct post-sales technical support for end users and organization’s authorized service providers, resolving technical challenges on designated hardware and software platforms.
Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
Maintains departmental documentation on work orders, software, inventory, and other paperwork required.
Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.
Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.
Completes process-oriented assignments, shares technical information, and supports department-level operational plans.
Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 4-6 years of related work experience, preferably servicing digital printing equipment, technical customer support, on site customer support, Mission Critical, systems experience or troubleshooting Mechanical and Electrical subsystems in a related field.

Knowledge & Skills
Automation
Commissioning
Customer Relationship Management
Customer Support

Electrical Engineering
Electromechanics
Electronics
Environment Health And Safety
Field Service Management
Hand Tools
Key Performance Indicators (KPIs)
Operating Systems
Preventive Maintenance
Process Improvement
Safety Standards
Technical Services
Technical Support
Technical Training

The pay range for this position is $24 to $34 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 13 paid holidays

• 15 days paid time off (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.