Location: Albany,NY, USA
HP Page Wide Industrial is a scalable large format high speed printing solution. As a remote service engineer you will support the customer to maximize equipment uptime. Remotely resolve press issues by having a secure remote connection to the customer.
This role will be able to sit remotely out of any state in the Eastern United States
Responsibilities:
* Successfully resolve technical issues with high degrees of complexity (hardware and software) from incoming internal or external stakeholders, including direct customer contact and proactive notification systems.
* respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on products, parts, and options, based on customer contracts.
* Act as a technical subject matter expert for strategic programs and project, including tools, services and capabilities.
* Consult and collaborate with customers to reduce down time related to preventive maintenance and share best practices; be an advocate for their success in using remote support to resolve issues.
* Act as a team member to positively influence process improvements that improve our operations and drive customer satisfaction.
* Respond with appropriate urgency based on customer needs, and direct elevations accurately to appropriate support tiers.
* Partners frequently with the extended support team, including Account Service Managers to drive a positive remote support experience.
Education and Experience Required:
* Bachelor's or Associate degree in (technical field)
* 5- 7 years working experience in related fields desired.
Knowledge and Skills:
* Ability in managing technical issues as well as customer interactions.
* Software and hardware knowledge of computing, storage and peripheral devices in a Windows environment. Linux support experience highly desired
* Technical support experience.
* Ability to solve and document solutions for other technicians and customers.
* Demonstrated remote technical support experience. Direct knowledge of HP Pagewide Web Press platforms highly a plus
* Ability to manage multiple tasks as needed to respond quickly to business needs
* Excellent analytical and problem solving skills
* Ability to lead resolution activities with escalated customers
The pay range for this position is $25.50 to $35.57per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
oHealth insurance
oDental insurance
oVision insurance
oLong term/short term disability insurance
oEmployee assistance program
oFlexible spending account
oLife insurance
oGenerous 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)
The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.