Field Technical Support Representative

Description -

Job Summary
This role is responsible for leading technical support for end users and authorized service providers, utilizing proactive monitoring for issue prevention. The role maintains high customer satisfaction levels, addressing customer-related issues promptly, and offering comprehensive software services for post-sales and service delivery support. The role maintains documentation, collaborates for process improvement, ensures data confidentiality, and completes tasks with minimal supervision.

Role of Field Technical Support Representative
The On-site Delivery team requires a new Field Support Representative to service our customers in the Greater Toronto Area. The Field Technical Support Representative is crucial to post sales service delivery. You'll be involved in the repair of a variety of HP Print and Graphics Hardware and Personal Computers, as well as have exposure to networking products and operating systems. You will be responsible for delivering high quality onsite hardware support service to a large customer base, from Enterprise to SMB customers.  You'll install and repair print systems, laptop and desktop computers, workstations, graphic print products and peripherals at various customer locations with minimal supervision.  You'll also run on-site and remote diagnostics and support account managers in a 24/7 environment.

Customer Support (CS) supports HP’s Printing and Personal Systems organization that includes personal computers, technical workstations, printers, graphics solutions, managed-print services and internet services. The CS organization is committed to delivering the best customer experience and service delivery.
Applies developed knowledge of the job skills, company policies and procedures to complete a wide variety of difficult assignments/tasks. Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment. Works under limited supervision and normally receives no instruction on routine work and general instructions given for new assignments.

Responsibilities

• Main responsibility is to repair our commercial equipment onsite.

• Primary contact for all customer related service issues that are assigned.

• Interact with Customers to ensure a high level of Customer satisfaction following established procedures.

• Establish and promote professional business relationships with our customers.

• Provide information to HP systems to fulfill real time administrative needs.

• Achieve productivity and quality goals as set forth by management.

• Deliver standard services.

• Configure system hardware, software and network components.

• Perform installations, reinstallations, maintenance, and repairs on Customer equipment.

• Provide advanced product support for volume products.

• Provide break-fix reactive support and installation for low-end/mid-end and high-end products.

• Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met.

• Handle Customer-relation problems promptly and appropriately, escalate issues according to established procedures.

• Provide software service, post- sales or service delivery support and solve applications problems for remote or local accounts, on standard and specialized systems.

• Provide direct post-sales systems technical support to end users and HP Authorized Service Providers.

• Solve technical problems on an assigned hardware and software platforms.

• Use proactive monitoring procedures/tools to identify problem prevention opportunities.

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

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

• Provides comprehensive software services, encompassing post-sales and service delivery support, while efficiently addressing application issues for both remote and local accounts across standard and specialized systems.

• Leads direct post-sales technical support for end users and organization’s authorized service providers, resolving technical challenges on designated hardware and software platforms.

• Employs proactive monitoring methods and tools to identify opportunities for preventing problems and enhancing customer experiences.

• Maintains departmental documentation on work orders, software, inventory, and other paperwork required.

• Aligns individual work with strategy, collaborates with teams to enhance operations and implement process improvements to standardize processes globally.

• Adheres to established standards, ensuring data confidentiality, and supports execution of business processes with independent judgment.

• Completes process-oriented assignments, shares technical information, and supports department-level operational plans.

• Identifies and solves varied problems and completes day-to-day tasks with forward planning and minimal supervision.

Education & Experience Recommended

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

• Typically has 4-6 years of related 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.

• • The ability to lift 50 lbs regularly.

Knowledge & Skills

• Hardware troubleshooting skills.

• Relevant product/company knowledge.

• Very strong analytical and technical problem-solving skills.

• Strong and professional communications skills; proficient in oral, written and telephone communication skills.

• Fundamental presentation skills.

• Ability to gather relevant information systematically and to solve problems, anticipate needs, develop and propose solutions and gain agreement.

• Ability to build and maintain ongoing relationships with customers, peers and support partners.

• Ability to effectively interact and communicate with people at all levels.

• Perform reporting and administrative functions. Manage time effectively.

• Self-motivated individual with a commitment to excellence and willing to accept new challenges in a dynamic environment.

• Identifies/resolves complex malfunctions, runs system diagnostics/tests, and installs a wide variety of hardware and software.

• Highly motivated by customer satisfaction and enjoy working in a TEAM environment with various teams in the support area.

• Knowledge of corporate organization, job, and policies.

• Advanced knowledge of operating systems and software.

• Ability to develop Customer relationships.

• Ability to perform while under high-pressure situations.

• Ability to work in a team environment.

• Basic networking, O/S, and troubleshooting knowledge.

• Detailed understanding of general/technical aspects of the onsite system repair job.

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope
Impacts multiple teams and acts as a project leader providing direction to team activities and facilitates information validation and team decision making process.

Complexity
Works on assignments that are moderately complex in nature and require intermediate 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.

HP Canada is an equal opportunity employer. We welcome the many dimensions of diversity.  Upon request by qualified candidates, accommodation of special needs may be considered during all stages of the selection process within the framework of the HP Accommodation Policy.  If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail [email protected]. Note: This option is reserved for applicants needing a reasonable accommodation related to a disability.

In order to satisfy our contractual obligations with clients, the successful candidate will be required to pass a basic, standard Criminal Records check.  You will also be required to sign off on HP's Confidentiality, Non-Solicitation and Conflict of Interest Agreement.

Job -

Services

Schedule -

Full time

Shift -

No Shift premium (Canada)

Travel -

No

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.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement