Field Technical Support

HP
Mexico City
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Education: high_schoolSkills: ["Effective communication","Results orientation","Learning agility","Digital fluency","Customer centricity"]

Improve customer experience by providing installation information, addressing customer challenges, and delivering software services across pre-sales, post-sales, and service delivery support. Support diverse enterprise accounts with tailored solutions, proactive monitoring to prevent issues, and onsite break-fix assistance. Resolve complex problems, mentor the team, coordinate departmental work, and serve as an escalation point while identifying improvement opportunities and ensuring business controls.

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FursaFursa
HP
HP
1 day ago

Field Technical Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 18 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Improve customer experience by providing installation information, addressing customer challenges, and delivering software services across pre-sales, post-sales, and service delivery support. Support diverse enterprise accounts with tailored solutions, proactive monitoring to prevent issues, and onsite break-fix assistance. Resolve complex problems, mentor the team, coordinate departmental work, and serve as an escalation point while identifying improvement opportunities and ensuring business controls.
Location: Mexico City
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Enhance customer experience by providing an overview of installation activities, site-specific information, and relevant contacts.
  • •Address customer-relations challenges promptly, delivering guidance and escalating issues according to established protocols.
  • •Deliver software services across pre-sales, post-sales, and service delivery support, including tailored solutions for complex enterprise accounts.
  • •Use proactive monitoring techniques and tools to prevent problems and improve customer experience.
  • •Provide site support for customer break-fix activities, technical assistance to third-party/authorized providers, and onsite escalation support when needed.

Key Requirements

  • •High School Diploma/GED/higher secondary education or equivalent work experience demonstrating competence.
  • •Typically 6-8 years of related work experience, preferably with HP products and in customer support or related mission-critical/on-site systems experience.
  • •Provide installation and site-specific information and access to relevant contacts.
  • •Address customer-relation challenges promptly and effectively, delivering guidance and escalating issues per established protocols.
  • •Apply technical/specialized knowledge to resolve complex issues and recommend improvements.
Education:High School
Skills:Effective communicationResults orientationLearning agilityDigital fluencyCustomer centricity
Tech Stack:AutomationChemistryCommissioningElectrical engineeringElectromechanicsElectronicsField service managementHand toolsKey performance indicators (KPIs)Operating systemsPreventive maintenanceProcess improvementSafety standardsTechnical servicesTechnical supportTechnical trainingTest equipment

Company Brief

HP
Designs and manufactures personal computers, printers, and related supplies, as well as provides software, services, and solutions for consumers and enterprises worldwide.
Industry: Hardware Devices
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Palo Alto, United States
Founded: 1939
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