Field Technical Support Representative

This role is responsible for delivering tailored post-sales software services to local accounts, responds to a range of queries, and utilizes proactive monitoring for issue prevention. The role maintains high customer satisfaction by addressing requirements and resolving issues promptly. The role troubleshoots IT infrastructure problems, adheres to standards, supports operational plans, and performs assigned tasks under supervision.

Responsibilities

• Maintains high level of customer satisfaction by clarifying customer requirements and guaranteeing their fulfillment.

• Handles customer-relation issues with promptness and appropriateness, ensuring that concerns are resolved and escalated as per established protocols.

• Delivers comprehensive software services, encompassing post-sales and service delivery support, specifically tailored for local accounts on standard systems.

• Responds adeptly to queries spanning service, product, technical aspects, and customer relations, providing accurate and valuable information.

• Uses proactive monitoring procedures and tools to identify problem prevention opportunities.

• Analyzes, troubleshoots, and resolves issues within IT infrastructure, including enterprise systems, servers, storage, and networking.

• Acquires job skills, becomes familiar with company policies, and completes routine to moderately complex assignments/tasks, while making suggestions for continuous improvement.

• Adheres to established company, legal and regulatory standards, and guidelines, and ensures confidentiality in all dealings with company data.

• Assists in implementing new processes, supports department-level operational plans, and shares technical information with colleagues and clients.

• Solves defined problems using established procedures, and delivers basic technical, administrative, or operative tasks under direct instruction and close supervision.

Education & Experience Recommended

• High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.

• Typically has 2-4 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.

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

Impacts immediate team and acts as an informed team member providing analysis of information and limited project direction input.

Complexity

Works on assignments that are routine to moderately complex in nature and require basic problem resolution.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.