Field Technical Support Representative

Build stronger customer experiences as a Field Technical Support Representative for HP in Alpharetta, GA (onsite). In this role, you’ll support customers across the full lifecycle, from installation guidance to site break-fix and software services. You will also help prevent issues through proactive monitoring, coordinate departmental work, and serve as an escalation point for complex technical challenges.

What you’ll do

• Improve customer experience by delivering a comprehensive overview of installation activities, site-specific information, and relevant contact access.
• Handle customer-relation challenges promptly with clear guidance and escalation when required, following established protocols.
• Provide software services across pre-sales, post-sales, and service delivery support to match a range of customer needs.
• Deliver tailored services for large enterprise, complex, or corporate accounts, addressing specific requirements.
• Use proactive monitoring techniques and tools to identify opportunities to prevent problems and enhance customer outcomes.
• Support customer break-fix activities on site, provide technical assistance to third-party and authorized service providers, and lead onsite escalation support when needed.
• Apply extensive knowledge to resolve complex issues and recommend improvements using creative, effective approaches.
• Coordinate departmental work, mentor the team, and act as an escalation point for different issues within the related area of work.
• Identify improvement opportunities and recommend changes while ensuring effective business controls through review, analysis, and verification.
• Coordinate functional work within the department, assist other departments, monitor process execution, and support positive working relationships with associates and management.

What you bring

• Education: High School Diploma/General Education Diploma (GED)/Higher Secondary education (or commensurate work experience).
• Experience: 6-8 years of related work experience, preferably in HP products in areas such as Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field.
• Knowledge and skills including Customer Relationship Management, Customer Support, preventive maintenance, technical services, technical support, technical training, test equipment, and familiarity with safety standards.
• Cross-org skills including effective communication, results orientation, learning agility, digital fluency, and customer centricity.

How this role fits your impact

This position impacts the department and may lead and/or provide expertise to functional project teams. You may also participate in cross-functional initiatives. Work assignments are complex and require initiative and technical or specialized knowledge to resolve issues and develop recommended solutions.

Compensation & schedule

• Pay range: USD $25 to $38 per hour (United States of America candidates only).
• Schedule: Full time.
• Shift: No shift premium (United States of America).
• Travel: 75%.
• 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)

Knowledge areas (examples)

• Automation
• Chemistry
• Commissioning
• 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