Field Technical Support III
Field Technical Support III
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Job Description
Description
This role is responsible for leading onsite 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 presales postsales 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 customerrelated 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 customerrelation issues with promptness and appropriateness ensuring that concerns are resolved and escalated as per established protocols.
Provides comprehensive technical services encompassing postsales and service delivery support while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.
Leads direct postsales technical support for end users and organizations 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 of business processes with independent judgment.
Completes processoriented assignments shares technical information and supports departmentlevel operational plans.
Identifies and solves varied problems and completes daytoday 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 46 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
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
The pay range for this position is $22.00 to $33.10 per hour (applies to US candidates only). Pay varies by work location jobrelated 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;
- 412 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.
Job
ServicesSchedule
Full timeShift
No shift premium (United States of America)Travel
Relocation
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.
If youd like more information about HPsEEO Policyor your EEO rights as an applicant under the law please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law Supplement
Employment Type
Full-Time
