Field Technical Support Representative

Field Technical Support Representative **Description -** This role is responsible for delivering exceptional customer support for HP Indigo digital presses by leading installation, maintenance, and service activities across assigned accounts. The Field Service Engineer (FSE) plays a critical role in improving customer satisfaction through proactive service delivery, technical expertise, and effective communication. This position supports pre-installation planning, on-site installation, break-fix activities, and ongoing system optimization, while working closely with customers, internal teams, and technical specialists to ensure consistent press performance and uptime. **Responsibilities** * Lead and support **HP Indigo press installations**, ensuring proper site readiness, system setup, calibration, and customer acceptance. * Provide **on-site technical support** for break-fix activities, including troubleshooting mechanical, electrical, and print quality issues to restore equipment to operational status. * Deliver **preventive maintenance and system optimization** to maximize press performance, uptime, and customer productivity. * Act as a **primary customer interface**, managing expectations, addressing concerns, and maintaining strong customer relationships. * Support **complex customer environments** (e.g., high-volume production sites) by delivering tailored solutions and coordinating escalations when required. * Utilize **proactive monitoring tools and diagnostics** to identify and prevent potential issues before impacting production. * Collaborate with **technical support teams, product specialists, and management** to resolve advanced issues and drive continuous improvement. * Assist in **press upgrades, retrofits, and value pack installations**, ensuring proper execution and customer readiness. * Provide guidance and technical support to **third-party service providers and junior engineers** when applicable. * Ensure accurate documentation of **service activities, parts usage, and technical findings** in accordance with HP processes. * Identify opportunities for **process improvement, cost efficiency, and service quality enhancements** within the district. * Maintain compliance with **HP safety standards, environmental policies, and operational procedures**. **Education & Experience Recommended** * High School Diploma/GED or equivalent experience required; technical certification or associate degree preferred. * Typically **5–8 years of experience** in field service, preferably in **digital printing, offset printing, or industrial equipment support**. * Experience supporting **HP Indigo presses or similar high-complexity production equipment** strongly preferred. **Preferred Certifications** * Technical certifications in **electromechanical systems, electronics, or digital printing technology** * HP Indigo certification (if applicable) **Knowledge & Skills** * HP Indigo press systems and digital print technology * Troubleshooting (mechanical, electrical, and print/image quality) * Electromechanical systems and diagnostics * Color management and print quality optimization * Preventive maintenance and system calibration * Field Service Management tools and processes * Customer relationship management * Health, Safety, and Environmental (HSE) compliance * Process improvement and operational efficiency * Use of hand tools, test equipment, and diagnostic software **Cross-Org Skills** * Customer-centric mindset * Strong communication and interpersonal skills * Results orientation and accountability * Learning agility and continuous improvement mindset * Ability to work independently in field environments * Digital and technical fluency **Impact & Scope** * Impacts customer satisfaction, equipment uptime, and district operational performance * Provides technical expertise and contributes to team success across service delivery functions * Supports cross-functional collaboration with internal teams and external partners **Complexity** * Works on **complex technical systems and customer environments** that require advanced troubleshooting, independent judgment, and decision-making * Handles escalations and critical customer issues with significant business impact **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, responsibilities, or qualifications. Responsibilities may change based on business needs and management direction. **Salary** The pay range for this position is **$25** to **$38** USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience. **Benefits:** HP offers a comprehensive benefits package for this position, including: * Health insurance * Dental insurance * Vision insurance * Long term/short term disability insurance * Employee assistance program * Flexible spending account * Life insurance * Generous time off policies, including; * 4-12 weeks fully paid parental leave based on tenure * 13 paid holidays * 15 days paid time off ([US benefits overview](https://hpbenefits.ce.alight.com/)) The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.   **Job -** Services **Schedule -** Full time **Shift -** No shift premium (United States of America) **Travel -** 75% **Relocation -** No **Equal Opportunity Employer (EEO) -**  HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s). Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence. For more information, review HP’s [EEO Policy](https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=c08129225) or read about your rights as an applicant under the law here: “[Know Your Rights: Workplace Discrimination is Illegal](http://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf)"