Field Technical Support Representative

Responsibilities:

Main responsibility is to repair printers MFPs etc., on the road.

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. Education and Experience Required:

Minimum Vocational/Diploma/ Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience. Must possess a valid Alberta driver's license. Travel is required.

The ability to lift 50 pounds regularly. Knowledge and 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