Field Technical Support - Large Format Pro

7 Months ago • Upto 2 Years
Logistics

Job Description

This Field Technical Support role for Large Format Pro products involves providing on-site technical support to customers. Responsibilities include resolving routine technical incidents independently and collaborating on complex ones; implementing organizational solutions for moderately complex customer needs; managing customer expectations; and collaborating with internal teams. The role requires integrating technical expertise and business understanding to develop customer solutions and involves up to 50% travel. The position requires applying foundational principles and contributing to projects through research and data analysis. Maintaining technical knowledge through training and certifications is also a key component of the job.
Good To Have:
  • Experience installing, training, and supporting printing systems
  • Knowledge of automation, customer relationship management, and electrical engineering
Must Have:
  • Resolve routine technical incidents
  • Implement organizational solutions
  • Manage customer expectations
  • Collaborate with internal teams
  • 4-year degree in related field or experience
  • Experience with HP products/printing systems

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Field Technical Support - Large Format Pro

Description -

Job Summary
• This role is responsible for operating a specific technology domain or customer group with limited risk and complexity. The role integrates technical expertise and business understanding to develop customer solutions, resolving routine technical incidents independently and collaborating on complex ones. The role implements organizational solutions for moderately complex customer needs, contributes to issue resolution and customer expectation management, and engages with internal teams to enhance effectiveness. This is a field service job which requires up to 50% of time allocated to travels.

Responsibilities
• Integrates technical process and business comprehension to devise solutions for customers.
• Resolves routine technical incidents, within designated scope, independently and collaborates with team members for resolution of more complex incidents.
• Implements organization’s solutions to fulfill moderately complex customer requirements within the designated technical area.
• Resolves problems promptly and appropriately, escalating issues according to established procedures, also contributing to customer expectation management as part of the escalation process.
• Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
• Participates in products, solutions, or services training to maintain technical knowledge, active certification, and competence.
• Keeps stakeholders (e.g., sales, customer, technical peers, management) informed of actions and progress on technical product issues.
• Applies foundational principles and contributes proactively to projects through research and data analysis support, providing regular updates on accomplishments and impediments.
• Supports priority projects with direction, maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience Recommended
• Four-year Degree in Enginering, Electronics, Electrical, Mechanics, Mechatronics or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 0-2 years of work experience, preferably in HP products in Customer base, customer support, on site customer support, systems experience, or a related field.
- Typically 0-2 years of experience on installing, training, suporting. fixing priting systems, particularly ink digital ones.


Knowledge & Skills
• Automation
• Customer Relationship Management
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Hand Tools
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training
• Test Equipment

Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity

Impact & Scope
• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity
• Learns to apply basic theories and concepts to work tasks.

Disclaimer
• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
 

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Brazil)

Travel -

50%

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement

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