Page Wide Industrial Remote Service Engineer/Tier 3

$53,040 - $73,986/Yr

HP - Albany, NY

Full-time - Mid Level

Albany, NY

Computer and Electronic Product Manufacturing

About the position

The Page Wide Industrial Remote Service Engineer/Tier 3 at HP Inc. is responsible for providing remote technical support to customers, ensuring maximum equipment uptime for high-speed printing solutions. This role involves resolving complex hardware and software issues, acting as a subject matter expert, and collaborating with customers to enhance their experience with HP products. The position allows for remote work from any state in the Eastern United States.

Responsibilities

• Successfully resolve technical issues with high degrees of complexity from incoming internal or external stakeholders, including direct customer contact and proactive notification systems.
• Respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on products, parts, and options, based on customer contracts.
• Act as a technical subject matter expert for strategic programs and projects, including tools, services, and capabilities.
• Consult and collaborate with customers to reduce downtime related to preventive maintenance and share best practices; advocate for their success in using remote support to resolve issues.
• Act as a team member to positively influence process improvements that improve operations and drive customer satisfaction.
• Respond with appropriate urgency based on customer needs, and direct escalations accurately to appropriate support tiers.
• Partner frequently with the extended support team, including Account Service Managers, to drive a positive remote support experience.

Requirements

• Bachelor's or Associate degree in a technical field.
• 5-7 years working experience in related fields desired.
• Ability to manage technical issues as well as customer interactions.
• Software and hardware knowledge of computing, storage, and peripheral devices in a Windows environment; Linux support experience highly desired.
• Technical support experience.
• Ability to solve and document solutions for other technicians and customers.
• Demonstrated remote technical support experience; direct knowledge of HP Pagewide Web Press platforms highly a plus.
• Ability to manage multiple tasks as needed to respond quickly to business needs.
• Excellent analytical and problem-solving skills.
• Ability to lead resolution activities with escalated customers.

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