Field Technical Support

HP is seeking a Field Technical Support professional to deliver on-site technical assistance for end users and authorized print service providers in Illinois. In this role, you will provide software and hardware services, combining reactive support with proactive monitoring to meet SLA expectations and maintain customer satisfaction.

This position supports post-sales technical delivery across designated hardware and software platforms, with an emphasis on timely issue resolution, documentation, and continuous operational improvement in collaboration with internal teams.

What you’ll be responsible for

• Maintain a high level of customer satisfaction, supporting HP Total Customer Experience while contributing to revenue growth, profitability, and account retention.
• Manage customer-relation issues promptly and appropriately, ensuring concerns are resolved and escalated according to established protocols.
• Deliver comprehensive technical services, including post-sales support and service delivery, while addressing application issues for both remote and local accounts across standard and specialized systems.
• Lead direct post-sales technical support for end users and HP’s authorized service providers, resolving technical challenges on assigned hardware and software environments.
• Use proactive monitoring methods and tools to identify opportunities to prevent problems and improve customer experiences.
• Maintain departmental documentation for work orders, software, inventory, and other required paperwork.
• Align day-to-day work with team strategy, collaborate to enhance operations, and implement process improvements that standardize processes globally.
• Follow established standards, support data confidentiality, and execute business processes using independent judgment.
• Complete process-oriented assignments, share technical information, and support departmental operational plans.
• Identify and solve a variety of issues while completing daily tasks with forward planning and minimal supervision.

Minimum requirements

• High School Diploma/General Education Diploma (GED)/Higher Secondary education, or commensurate work experience demonstrating competence.
• Typically 4-6 years of related work experience, preferably including servicing digital printing equipment, technical customer support, on-site customer support, Mission Critical systems experience, or troubleshooting Mechanical and Electrical subsystems in a related field.

Knowledge and skills

• Automation
• Chemistry
• Commissioning
• Customer Relationship Management (CRM)
• Customer Support
• Electrical Engineering
• Electromechanics
• Electronics
• Environment Health And Safety (EHS)
• Field Service Management
• Hand Tools
• Key Performance Indicators (KPIs)
• Operating Systems
• Preventive Maintenance
• Process Improvement
• Safety Standards
• Technical Services
• Technical Support
• Technical Training

Compensation and schedule

• Location: Illinois (onsite)
• Pay range (US candidates only): $25.00 to $38.10 per hour
• Schedule: Full time
• Shift premium: No shift premium (United States of America)
• Travel: 50%
• Relocation: No

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• 4-12 weeks fully paid parental leave based on tenure
• 13 paid holidays
• 15 days paid time off (US benefits overview)