Field Technical Support ID-9221

This customer facing, non-exempt HP Printer & PC field break/fix position provides a wide range of hardware support and related services specifically to HP’s Print & PC Products customers. Strong LaserJet and DesignJet experience preferred. This position will be a member of a high performance team made up of self-starting, technical/mechanical service delivery professionals. Each member of the team performs installation, repair and relocation of various types of HP printers, PCs and related technology on customer sites within a defined geography. This is a fast paced, constantly changing environment that requires positive approaches and demonstrated success at handling multiple stressors. Candidates must be self-motivated, resourceful, and driven to success.

Please note that this position requires candidates to live within the Northern, CO area. Valid CO drivers license is required.

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This ever-changing environment presents each team member with daily opportunities to educate customers about the technology, manage critical service events, and interact with multiple levels of both HP and customer management/teams. The team is responsible for completely satisfied customers and helping to grow HP’s business in a profitable manner and within budget. It is imperative that the Field Service Rep understands the financial aspects and business impact of what they deliver, how and why. Typical service events include, but are not limited to: Hardware repair or configuration, software and simple network components, installation, and working with escalation personnel performing and assisting in technical action plans to remediate print issues.

Demonstrated core competencies of success in this position are:

  • Strong mechanical aptitude, working with tools and various alignment apparatus.
  • Alignment with customer’s business needs while maintaining HP’s contractual commitments.
  • Ability to troubleshoot various hardware problems logically and systemically on Printers and PC’s. May also involve third party software, networks and switches. Strong LaserJet and DesignJet experience preferred.
  • Able to balance and prioritize multiple activities and issues.
  • Successful cause and effect understanding of financial perspectives on the business.
  • Attention to detail and commitment to administrative responsibilities.
  • Exercise solid business based decision making skills, taking appropriate risk to insure that both HP’s and the customer’s business need are met.
  • Independent thinking while adhering to standard technological/mechanical and business procedures.
  • Industry / company knowledge that provides solid technology solutions and options to the customer.
  • Ability to quickly and accurately evaluate a technical situation while managing the operational challenges.
  • Working independently and able to re-prioritization of tasks/events/commitments quickly based on contract, customer and business situations. Highly skills at prioritization, planning, working independently all within standard policies and business standards.

Requirements:

  • Candidate must live within the Northern, CO area.
  • Valid CO drivers license is required.
  • Able to bend, crawl, stoop, sit, lift and move 50 pounds of weight.
  • Availability to work both scheduled and unscheduled overtime.
  • Participate in assigned work during non-traditional workdays, holidays and shift work.
  • Onsite customer facing experience.
  • Technical/mechanical printer hardware repair experience.
  • Strong LaserJet and DesignJet experience preferred.
  • Demonstrated technical/mechanical aptitude for learning new technology.
  • High School diploma or equivalent, plus additional hardware technology training. College preferred.
  • Dress: Business Professional: Black slacks and blue collared shirt.
  • Background checks will be completed. This may include, but not be limited to employment history, education, drug, credit and sex offender registries. It is also dependent on customer agreements. You may be called anytime during your employment to participate in a background check.

Responsibilities:

  • Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.
  • Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.
  • Provide hardware and software service, post- sales or service delivery support for local accounts on standard systems.
  • Maintain, track, and optimize large part inventory in vehicle
  • Respond to service, product, technical, and Customer- relations questions.
  • Safely operate a company vehicle and adhere to regular maintenance requirements.
  • Support large geographical territory..

Education and Experience Required:

  • Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 1-2 years of working experience in related fields, or Degree holder with no less than 1 year relevant working experience.

Knowledge and Skills:

  • Thorough knowledge of organization and policies.
  • Comprehensive business, technical, or functional knowledge, as well as basic project management skills and communication and analytical problem-solving skills.
  • Ability to build and maintain ongoing relationships with customers, peers and support partners.
  • Ability to perform while under high-pressure situation
  • Ability to independently lift up to 50 pounds without assistance
  • Strong LaserJet and DesignJet experience preferred.

Field Technical Support ID-9221

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