Field Technical Support Representative
About the role
This role is 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.
Education & Experience
- Recommended High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
- 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
- Chemistry
- Commissioning
- Customer Relationship Management
- Customer Support
- Electrical Engineering
- Electromechanics
- Electronics
- Environment Health And Safety
- Field Service Management
- Hand Tools
- Key Performance Indicators (KPIs)
- Operating Systems
- Preventive Maintenance
- Process Improvement
- Safety Standards
- Technical Services
- Technical Support
- Technical Training
- Test Equipment
- Effective Communication
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Centricity
Impact & Scope
Impacts department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.
Complexity
Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
Pay
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
- 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)
Schedule
Full time, No shift premium (United States of America), Travel - 75%, Relocation - No.