Field Technical Support

Description

The role is based primarily in Ohio.

The role improves the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support.

The work covers tailored solutions for complex accounts, proactive monitoring, site support for break-fix activities, and expert problem solving. It also includes coordinating departmental work, mentoring the team, finding improvements, and building good working relationships.

Responsibilities

• Give customers a full overview of installation activities, site-specific details, and the right contacts.
• Handle customer-relation problems quickly and well, offering guidance and escalating issues per established protocols.
• Deliver software services across pre-sales, post-sales, and service delivery support for customers with varied needs.
• Deliver tailored solutions to large enterprise, complex, or corporate accounts, meeting their specific requirements.
• Use proactive monitoring tools and techniques to spot chances to prevent problems and improve the customer experience.
• Support customer break-fix work on site, assist third-party and authorized service providers, and lead onsite escalations when needed.
• Apply deep knowledge to resolve complex issues and suggest creative, effective improvements.
• Coordinate departmental work, mentor the team, and act as the escalation point for issues in your area.
• Find areas to improve, make recommendations, and help ensure effective business controls through review, analysis, and verification.
• Coordinate functional work within the department, support other departments, monitor process execution, and build good relationships with colleagues and management.
• Travel 25% of the time, which may include out-of-state travel.

Requirements

• Recommended: a high school diploma, GED, or higher secondary education, or equivalent work experience or demonstrated competence.
• Typically 6-8 years of related work experience, preferably with HP products, customer base or account management, computer customer support, on-site customer support, mission-critical environments, or systems experience.
• Knowledge of automation systems, hand and power tools, electromechanical systems, and operating systems such as Windows Server and Linux Red Hat or similar.
• Experience with test and diagnostic equipment, electronics and electrical fundamentals, environmental, health and safety, and safety standards.
• Familiarity with field service management, preventive maintenance, technical services delivery, and on-site and remote technical support.
• Understanding of KPIs, process improvement, customer relationship management, and customer support.
• Cross-organizational skills: effective communication, a results-oriented mindset, learning agility and continuous learning, digital fluency, and customer centricity.

Conditions

The pay range is $29 to $43 USD per hour, for United States of America candidates only. Pay varies by work location, job-related knowledge, skills, and experience.

The position is full time and has no shift premium (United States of America).

Benefits

• Health, dental, and vision insurance.
• Long-term and short-term disability insurance, life insurance, an employee assistance program, and a flexible spending account.
• Generous time off: 15 days paid time off, 13 paid holidays, and 4-12 weeks of fully paid parental leave based on tenure.