Field Service Technician

2 weeks ago

Brisbane, Australia Hewlett Packard Full time

**Job Summary**
- This role is responsible for ensuring effective onsite delivery of hardware support services, post-sales or break-fix service delivery support, installation, and configuration for customer environments. The role entails delivering software services and post-sales support to local accounts as well as troubleshooting technical issues, resolving customer-related concerns, and ensuring high levels of customer satisfaction. The role also applies extensive knowledge to resolve complex problems, coordinates departmental work, and identifies opportunities for improvement.

**Responsibilities**
- Delivers software services and provides post-sales and service delivery support for local accounts, focusing on standard systems.
- Troubleshoots technical issues on assigned hardware and software platforms, while also utilizing proactive monitoring procedures and tools to identify opportunities for problem prevention.
- Handles and resolves customer-related issues, promptly addressing concerns and escalating them following established procedures.
- Responds to inquiries related to services, products, technical matters, and customer relations, encompassing topics such as product features, specifications, repairs, and information on both current and discontinued products, parts, and options.
- Ensures sustained high levels of customer satisfaction by clarifying customer needs and ensuring their fulfillment.
- Provides advanced support services for low-end, mid-end, and high-end products as well as offers break-fix reactive support and perform installations for high-end products.
- Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches.
- Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work.
- Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.
- Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

**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 hardware support, post sales delivery support, installation, or a related field.

**Preferred Certifications**
NA

**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**

**Why HP Australia?**
- Australian Market Leader across PC & Print
- A wide and varied product portfolio to market
- Recognised globally as an Employer of Choice and certified as a Great Place to Work 2023
- Cultivates and encourages a diverse and inclusive culture with multiple Business Impact Groups
- Gold Level, Skilled Workplace Accreditation from Mental Health First Aid Australia
- Market Leading Mentoring Program
- Recognised and one of the world’s most sustainable companies
- Wellness Programs
- Flexible work environment
- Supportive team culture
- Also encourage Aboriginal and Torres Strait Islander people looking to start or continue their career in HP.

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