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Field Technical Support

HP Inc.
Massachusetts, USA
Full-time
Senior · 6–8 years experience
Onsite
USD 25-38 / hour
Discovered 4 days ago
Account management

Full Job Posting

Schedule -

  • Full time
  • Shift -
  • No shift premium (United States of America)
  • Travel -
  • Relocation -
  • No
  • Equal Opportunity Employer (EEO) -
  • 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).
  • Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
  • 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 "

Qualifications

  • 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

Preferred Qualifications

  • 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.

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.

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