Field Technical Support

Field Technical Support Description - Job Summary As an HP Indigo Customer Success Engineer, your primary responsibility is to deliver expert technical services, including diagnosing and repairing HP Indigo presses to ensure optimal performance and uptime. You are the frontline technical expert, solving complex issues and maintaining the reliability of our equipment at customer sites. Beyond core service, you play a key role in driving customer success by providing value-added services such as: * Onboarding and startup visits to help customers ramp up quickly and confidently. * On-press training and coaching to build operator skills and maximize press capabilities. You will also leverage state-of-the-art Artificial Intelligence and remote diagnostic tools to proactively identify issues, accelerate troubleshooting, and enhance service efficiency, ensuring customers receive fast and effective support. This hybrid role combines deep technical expertise with a customer-first mindset, helping our partners achieve long-term satisfaction and business success with HP Indigo solutions. Responsibilities Field Engineer Duties: * Install and commission HP Indigo digital presses at customer locations. * Diagnose and resolve hardware, software, and process-related issues. * Perform routine maintenance, upgrades, and press calibrations. * Provide on-site and remote technical support. * Maintain service records, technical documentation, and reports. Customer Success Support Duties: * Deliver structured Ramp-Up training programs to new customers. * Educate press operators and production staff on: * Press operation and workflow * Maintenance best practices * Color management and media handling * Troubleshooting and quality control * Assess operator proficiency and adapt training accordingly. * Serve as a technical mentor during the first 30–90 days of production ramp-up. Collaborate with internal teams (Sales, Applications, Customer Success) to ensure a smooth handover. Preferred Qualifications: * HP Indigo Certification(s) or prior experience with HP Indigo presses. * Familiarity with DFE/RIP software (e.g., HP Smart Stream, Esko, EFI). * Knowledge of Lean or Six Sigma methodologies. * Multilingual skills are a plus. Education & Experience Recommended • High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence. • Typically has 6-8 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. 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 department and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Complexity • Works on assignments that are complex in nature and require initiative and technical/specialized knowledge to resolve problems and/or develop recommended solutions. 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. Job - Services Schedule - Full time Shift - No Shift premium (Canada) Travel - Relocation - 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 or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"