Field Technical Support

**Job Summary**
- This role is responsible for utilizing advanced technical expertise in critical technology areas or customer groups, resolving complex incidents, and collaborating on cross-technology issues. The role applies the organization's solutions to meet intricate customer needs and designs specialized support solutions. The role cultivates senior-level relationships in assigned accounts, leads customer expectation management, and collaborates internally for issue resolution. The role also provides innovative problem-solving, leads projects, and contributes to operational and strategic plans.

**Responsibilities**
- Utilizes advanced technical knowledge to operate one or more critical or high-risk technology areas (e.g., server administration, technical security management, performance management) or customer groups.
- Resolves incidents involving single or cross-technology independently and collaborates with team members to address unusually complex or cross-technology incidents.
- Applies organization’s solutions to address highly complex customer requirements, while also designing and implementing support solutions using specialized industry knowledge.
- Identifies additional services with potential for future service revenue growth and offers technical consultation during contract renewal discussions.
- Cultivates and maintains strong relationships up to senior management levels in assigned accounts.
- Resolves problems promptly and appropriately, escalating issues according to established procedures, also leads customer expectation management as part of the escalation process.
- Collaborates extensively with internal groups to resolve client issues, actively contributing to the team's effectiveness.
- Interprets internal/external business challenges and recommends best practices to improve products, processes, or services.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.

**Education & Experience** Recommended**
- Four-year or Graduate Degree in mechanical / electrical Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in HP products in Customer base, account management, computer customer support, on site customer support, Mission Critical, systems experience, or a related field or an advanced degree with 3-5 years of work experience.

**Preferred Certifications**
- ITIL Certifications

**Knowledge & Skills**
- Automation
- 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**
- Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.

**Complexity**
- Responds to moderately complex issues within established guidelines.

**Disclaimer**

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