Field Service Engineer

Field Service Engineer

Description -

Would you like to join a business that is transforming the printing industry from analog to digital?  HP’s Pagewide business is one of the fastest growing businesses in the industrial print market!  We are hiring a Field Service Technical Engineer to support the rapid growth we are undergoing with HP’s Pagewide business in the United States.  Come be a part of and exciting team and get in on the digital transformation currently underway in the industrial print industry.

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. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships.

Responsibilities

• Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.

• Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.

• Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs.

• Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.

• Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.

• Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed.

• Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.

• Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.

• Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.

• Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

• Travel 25% of the time wich may include out of state travel

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.

• Typically has 6-8 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.

Knowledge & Skills

• Automation

• Customer Relationship Management

• Customer Support

• 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

• Test Equipment

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

The pay range for this position is $25 to $38 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