Field Technical Support

Location: All Cities, Wisconsin, United States of America

Department: Your Privacy

About the Role

Join HP Inc., a global leader in innovative printing and computing technology, as a Field Technical Support specialist supporting cutting-edge state-of-the-art printing press technology at a mid-size company in the heart of Wisconsin. This on-site role is pivotal in delivering exceptional technical services, ensuring seamless installation, configuration, and ongoing support for end users and authorized print service providers. Embrace HP's customer-centric culture by leading proactive and reactive support aligned with Service Level Agreements, driving the HP Total Customer Experience while contributing to revenue growth, profitability, and long-term account retention. With up to 50% travel across Wisconsin cities, you'll thrive in a dynamic environment that values innovation, collaboration, and independent problem-solving. In this position, you will provide comprehensive post-sales technical support, troubleshooting complex hardware and software issues on digital printing systems, including mechanical and electrical subsystems. Utilize advanced monitoring tools to anticipate and prevent disruptions, enhancing customer satisfaction and loyalty. Maintain meticulous documentation for work orders, inventory, and processes, while collaborating cross-functionally to standardize operations and implement global process improvements. Your role demands adherence to safety standards, data confidentiality, and the agility to resolve varied challenges with minimal supervision, embodying HP's commitment to excellence in field service management. HP Inc. fosters a legendary culture of innovation and inclusion, operating in over 170 countries to reshape how the world works. With 4-6 years of experience in technical support or digital printing service, you'll join a network of professionals dedicated to customer success. Competitive pay of $24-$34 USD per hour, comprehensive benefits, and opportunities for career advancement await those ready to make an impact in a forward-thinking team.

Key Responsibilities

• Lead on-site technical support for end users and authorized print service providers at a mid-size company in Wisconsin, focusing on state-of-the-art HP printing press technology
• Maintain high levels of customer satisfaction, driving HP Total Customer Experience, revenue growth, profitability, and account retention
• Address and resolve customer-related issues promptly, escalating as per protocols to ensure loyalty
• Provide comprehensive post-sales and service delivery support, including installation, configuration, and troubleshooting of hardware and software
• Employ proactive monitoring tools to prevent problems and enhance customer experiences in standard and specialized printing systems
• Maintain accurate departmental documentation on work orders, software, inventory, and related paperwork
• Collaborate with teams to align work with strategy, implement process improvements, and standardize operations globally
• Adhere to safety standards, ensure data confidentiality, and execute business processes with independent judgment
• Identify and solve varied technical problems with forward planning, sharing expertise to support department-level plans
• Deliver reactive and proactive services per Service Level Agreements to foster customer satisfaction

Required Qualifications

• High School Diploma/General Education Diploma (GED) or higher secondary education or commensurate work experience
• 4-6 years of related work experience in technical customer support or field service
• Experience servicing digital printing equipment or troubleshooting mechanical and electrical subsystems
• Ability to work independently with minimal supervision on process-oriented assignments
• Proficiency in maintaining documentation for work orders, software, and inventory
• Commitment to data confidentiality and adherence to established safety and operational standards
• Willingness to travel up to 50% for on-site support in Wisconsin locations
• Demonstrated competence in on-site customer support for mission-critical systems

Preferred Qualifications

• Experience with HP printing press technology or PageWide Press systems
• Background in electromechanics, electronics, or electrical engineering
• Prior work in pre-sales or post-sales support for specialized printing environments
• Familiarity with field service management and key performance indicators (KPIs)
• Technical training certification in operating systems or preventive maintenance

Required Skills

• Automation
• 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

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long-term and short-term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off including 4-12 weeks fully paid parental leave based on tenure, 13 paid holidays, and 15 days paid time off
• Opportunities for career mobility and professional development in a global innovation leader

HP Inc. is an equal opportunity employer.