Field Technical Support Representative

Job Summary

This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

• Maintain high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.
• Address and manage customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.
• Provide comprehensive software services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
• Lead direct post-sales technical support for end users and organization's authorized service providers, resolving technical challenges on designated hardware and software platforms.
• Employ proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.
• Maintain departmental documentation on work orders, software, inventory, and other paperwork required.
• Align individual work with strategy, collaborate with teams to enhance operations and implement process improvements to standardize processes globally.
• Adhere to established standards, ensuring data confidentiality, and support execution of business processes with 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.

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
• Typically 4‑6 years of related work experience, preferably in HP products in Customer base, account management, computer customer support, on‑site customer support, Mission Critical, systems experience, or a related field.

NA

• Automation
• Chemistry
• 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
• Test Equipment

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Works on assignments that are moderately complex in nature and require intermediate problem resolution.

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

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.

• 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)

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights:
Workplace Discrimination is Illegal".