Field Service Engineer

About the position

The Field Technical Support Team is part of HP's Global Customer Support Organization, the team responsible for supporting our customers in every aspect of their journey with HP. In this role you will work from your home office in the Los Angeles Metro Area. You will be trained on HP customer service practices and standards to handle on-site servicing, diagnostics, and repairs for HP Printers.

Responsibilities

• Perform installations, training, maintenance, and repairs on customer equipment.
• Determine site and equipment requirements.
• Understand customer goals and identify the consequences of various solutions.
• Work according to the project plan, installation plan, and escalation plan.
• Configure system hardware, software, and network components.
• Assemble and integrate system/product and verifies system/product operation.
• Use proactive monitoring procedures to identify problem-prevention opportunities.
• Provide the customer with an overview of installation activity, site-specific information, and access to appropriate contacts.
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring that they are met.
• Handle customer-relations problems promptly and appropriately, and escalate issues according to established procedures.

Requirements

• 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 and experience with printers repair support.
• Exceptional organizational or project management skills.
• Exceptional communications skills.
• Problem-solving skills.
• The ability to build and maintain ongoing relationships with customers, peers, and support partners.
• The ability to perform under pressure where customers rely on you to solve their technical problems.

Nice-to-haves

• Knowledge of Color Management.
• Knowledge of inkjet printing technology.
• Strong mechanical skills.
• Strong pneumatic skills.
• Strong electrical and electronic skills.
• Strong computer/network skills.
• Ability to work autonomously.
• Valid driver's license in good standing.
• Ability to lift, bend and stoop throughout the day as necessary to repair printers.

Benefits

• 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)