Field Technical Support

Description

Job Summary

As an HP Indigo Customer Success Engineer, your primary responsibility is to deliver expert technical services, including diagnosing and repairing HP Indigo presses to ensure optimal performance and uptime. You are the frontline technical expert, solving complex issues and maintaining the reliability of our equipment at customer sites.

Beyond core service, you play a key role in driving customer success by providing value-added services such as:

Onboarding and startup visits to help customers ramp up quickly and confidently.

On-press training and coaching to build operator skills and maximize press capabilities.

You will also leverage state-of-the-art Artificial Intelligence and remote diagnostic tools to proactively identify issues, accelerate troubleshooting, and enhance service efficiency, ensuring customers receive fast and effective support. This hybrid role combines deep technical expertise with a customer-first mindset, helping our partners achieve long-term satisfaction and business success with HP Indigo solutions.

Responsibilities

• Field Engineer Duties:
• Install and commission HP Indigo digital presses at customer locations.
• Diagnose and resolve hardware, software, and process-related issues.
• Perform routine maintenance, upgrades, and press calibrations.
• Provide on-site and remote technical support.
• Maintain service records, technical documentation, and reports.
• Customer Success Support Duties:
• Deliver structured Ramp-Up training programs to new customers.
• Educate press operators and production staff on:
• Press operation and workflow
• Maintenance best practices
• Color management and media handling
• Troubleshooting and quality control
• Assess operator proficiency and adapt training accordingly.
• Serve as a technical mentor during the first 30–90 days of production ramp-up.
• Collaborate with internal teams (Sales, Applications, Customer Success) to ensure a smooth handover.
• Preferred Qualifications:
• HP Indigo Certification(s) or prior experience with HP Indigo presses.
• Familiarity with DFE/RIP software (e.g., HP Smart Stream, Esko, EFI).
• Knowledge of Lean or Six Sigma methodologies.
• Multilingual skills are a plus.
• Education & Experience Recommended
• 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 & 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
• Cross-Org Skills
• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
• About HP
• HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company and ranked 10 on the Fortune 500 list for 2012, HP
• brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and
• delivers technology solutions that drive business value, create social value, and improve the lives of our clients. HP Canada’s Talent Acquisition processes involve the use of technology, including but not limited to, artificial intelligence (AI) tools, to support the screening, assessment, and selection processes. These tools are designed to enhance fairness and efficiency, and all hiring decisions are reviewed by our recruitment team to ensure alignment with HP’s hiring standards and applicable Provincial employment laws. This job posting is for an existing vacancy or a position expected to become vacant in the near future.

Conditions

The salary range for this role is $62,000 to $82,500 annually with . Pay within this range will be based on the review of experience, skills, and internal equity.

As a full time, employee of HP Canada, you will be eligible to participate in the company's group benefit programs, including medical, dental, life insurance, and disability coverage, subject to the terms and conditions of the applicable plans. During your employment term, you will receive 15 paid vacation days per year prorated based on your start date. Detailed information regarding benefits—will be provided upon hire and is subject to the terms and conditions of the applicable plans.