Page Wide Industrial Remote Service Engineer

HP Page Wide Industrial is a scalable large format high speed printing solution. As a remote service engineer you will support the customer to maximize equipment uptime. Remotely resolve press issues by having a secure remote connection to the customer.

This role will be able to sit remotely out of any state in the Eastern United States

Responsibilities:

• Successfully resolve technical issues with high degrees of complexity (hardware and software) from incoming internal or external stakeholders, including direct customer contact and proactive notification systems.

• respond to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on products, parts, and options, based on customer contracts.

• Act as a technical subject matter expert for strategic programs and project, including tools, services and capabilities.

• Consult and collaborate with customers to reduce down time related to preventive maintenance and share best practices; be an advocate for their success in using remote support to resolve issues.

• Act as a team member to positively influence process improvements that improve our operations and drive customer satisfaction.

• Respond with appropriate urgency based on customer needs, and direct elevations accurately to appropriate support tiers.

• Partners frequently with the extended support team, including Account Service Managers to drive a positive remote support experience.

Education and Experience Required:

• Bachelor's or Associate degree in (technical field)

• 5- 7 years working experience in related fields desired.

Knowledge and Skills:

• Ability in managing technical issues as well as customer interactions.

• Software and hardware knowledge of computing, storage and peripheral devices in a Windows environment. Linux support experience highly desired

• Technical support experience.

• Ability to solve and document solutions for other technicians and customers.

• Demonstrated remote technical support experience. Direct knowledge of HP Pagewide Web Press platforms highly a plus

• Ability to manage multiple tasks as needed to respond quickly to business needs

• Excellent analytical and problem solving skills

• Ability to lead resolution activities with escalated customers

HP offers a comprehensive benefits package, including:

Dental insurance

Disability insurance

Employee assistance program

Flexible schedule

Flexible spending account

Health insurance

Life insurance

Per the New York statute, the estimated range of compensation for this job in that location, at the time of this posting, is $60,000 - $80,000. This position may be eligible for incentive pay, for openings where this is applicable.