Field Technical Support

Support customers onsite in Massachusetts by delivering installation guidance, technical troubleshooting, and software services across pre-sales, post-sales, and service delivery.

Responsibilities

• Improve customer experience with clear installation activity overviews, site-specific details, and relevant contact information.
• Handle customer relationship challenges promptly using established protocols, including guidance and issue escalation as required.
• Provide software services across pre-sales, post-sales, and service delivery support to meet different customer needs.
• Support large enterprise, complex, or corporate accounts by delivering tailored solutions aligned to account requirements.
• Use proactive monitoring techniques and tools to spot potential issues early and reduce customer-impacting problems.
• Deliver onsite break-fix support for customer sites and provide technical assistance to third-party and authorized service providers.
• Lead onsite escalation support for complex issues when additional support is needed.
• Apply extensive knowledge to resolve complex problems and recommend improvements using creative and effective methods.
• Coordinate departmental work, mentor team members, and act as an escalation point for related area issues.
• Identify improvement opportunities and recommend actions, while ensuring effective business controls through review, analysis, and verification.
• Coordinate functional work inside the department, assist other departments, monitor process execution, and maintain positive relationships with associates and management.

Requirements

• Education: High School Diploma / General Education Diploma (GED) / Higher Secondary education (or commensurate work experience demonstrating competence).
• Experience: Typically 6-8 years of related experience.
• Preferred experience areas: HP products in customer base, account management, computer customer support, onsite 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

Impact & Scope

• Influences department outcomes and leads/provides expertise to functional project teams.
• May participate in cross-functional initiatives.

Complexity

• Handle complex assignments requiring initiative and technical or specialized knowledge to resolve issues and/or develop recommended solutions.

Schedule & Shift

• Schedule: Full time
• Shift premium: No shift premium (United States of America)

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)

Location: Massachusetts (onsite)

Compensation: USD 25 - 38 per hourly

Relocation: No

Preferred certifications: NA

Note: This description covers the general nature and level of work. Duties, skills, responsibilities, knowledge, and related functions may change or be assigned by management as needed.