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 will be primarily based out of Elk Grove, Illinois. This role will be 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 Systems

Hand & Power Tools Proficiency

Electromechanical Systems

Operating Systems (Windows Server/Linux Red Hat or relevant platforms)

Test and Diagnostic Equipment

Electronics & Electrical Fundamentals

Environmental, Health and Safety

Field Service Management

Preventive Maintenance

Technical Services Delivery

Technical Support (On site and remote)

Safety Standards

Key Performance Indicators (KPIs)

Process Improvement

Customer Relationship Management

Customer Support

Cross-Org Skills

Effective Communication

Results-Oriented Mindset

Learning Agility and Continuous Learning

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 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 - Services

Schedule - Full time

Shift - No shift premium (United States of America)

Travel - 25%

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 "