Field Technical Support

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.

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"