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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in diagnosing and resolving complex HP Indigo hardware issues using advanced remote support tools and AI-powered diagnostics. Strong ability to build customer relationships, manage escalations, and contribute to continuous improvement initiatives in a high-pressure environment.
Highest-signal resume keywords
Complex Hardware TroubleshootingRemote Support ExpertiseRoot Cause AnalysisCustomer Relationship ManagementTechnical Documentation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting Complex HardwareElectromechanical SystemsData-Driven TroubleshootingAI-Powered DiagnosticsPredictive Monitoring SystemsTechnical SupportCase Management SystemsProcess ImprovementKnowledge ManagementOperational Efficiency
Soft Skills
Analytical AbilitiesExcellent Communication SkillsCustomer FocusAdaptabilityCollaboration Skills
Tools & Technologies
HoloLensServiceNowRemote Diagnostics ToolsMixed Reality ToolsTechnical Knowledge Portfolio
Certifications & Qualifications
High School DiplomaGEDAssociate’s DegreeBachelor’s Degree
Industry Keywords
HP IndigoField Service EngineeringTechnical Support EngineeringProduction Printing EquipmentCommercial Hardware Environments
Tech Stack
Tools & technologiesServiceNow
About the role
Key responsibilities & impact- Diagnose and resolve complex HP Indigo hardware issues using advanced remote support tools and diagnostics
- Analyze technical data, customer symptoms, and system behavior to identify root causes and corrective actions
- Drive remote resolution whenever possible to minimize downtime and support HP's Shift-Left service strategy
- Support customers through reactive cases, proactive monitoring alerts, and predictive service notifications
- Utilize AI-powered diagnostics, analytics, and mixed reality tools, including HoloLens, to improve support effectiveness and customer outcomes
- Build trusted relationships with customers through proactive communication, ownership, and technical expertise
- Guide operators and customer personnel through troubleshooting and recovery procedures
- Identify operational challenges, efficiency gaps, and recurring issues impacting customer productivity
- Recommend practical solutions, best practices, and process improvements
- Perform detailed Root Cause Analysis on recurring or complex issues
- Document findings and contribute to HP's technical knowledge portfolio
- Share lessons learned and best practices with peers and partnering organizations
- Serve as the central point of coordination between customers, Field Service Engineers, Technical Support teams, Parts Operations, Product Support, and other stakeholders
- Ensure accurate diagnosis, proper parts identification, and effective handoff when onsite support is required
- Own escalations and drive resolution from initial engagement through closure
- Maintain clear and accurate case documentation
- Create and maintain technical documentation, knowledge articles, and customer-facing guidance
- Translate complex technical information into concise and actionable instructions
- Participate in a rotating support schedule covering customers across global regions
- Provide support for customers with 24x7 and 18x6 service entitlements and critical production environments
- Contribute to continuous improvement initiatives enhancing service quality, efficiency, customer satisfaction, and operational performance
Requirements
What you’ll need- High School Diploma, GED, or equivalent experience
- Minimum 3 years of experience in customer-facing technical support, field service, remote support, or a related technical role
- Experience troubleshooting complex hardware, electromechanical systems, industrial equipment, or similar technologies
- Experience managing technical customer issues and escalations
- Strong analytical and troubleshooting abilities
- Ability to diagnose and resolve highly complex technical issues remotely
- Excellent verbal and written communication skills
- Strong customer focus and relationship-building skills
- Ability to understand customer needs and establish appropriate priorities
- Adaptability and flexibility in responding to changing business and customer requirements
- Strong documentation, organizational, and knowledge-sharing skills
- Self-motivated with a continuous improvement mindset
- Ability to perform effectively in high-pressure situations
- Strong collaboration skills and commitment to a One Team, One Goal approach
- Ability to combine technical expertise with business understanding to deliver customer value
- Willingness to embrace new technologies, AI-enabled tools, and evolving support methodologies
- Willingness to participate in assigned shifts, after-hours coverage, weekends, holidays, and on-call responsibilities based on business needs
- Preferred: Associate’s or Bachelor’s degree in a technical field
- Preferred: HP Indigo experience as a Press Operator, Field Service Engineer, Technical Support Engineer, or similar role
- Preferred: Experience with ServiceNow or comparable case management systems
- Preferred: Familiarity with remote diagnostics, predictive monitoring systems, data-driven troubleshooting, and knowledge management platforms
- Preferred: Experience supporting production printing equipment or similar commercial hardware environments
- Ability to support customers with 24x7 and 18x6 service entitlements and critical production environments
Benefits
Comp & perks- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- 4-12 weeks fully paid parental leave based on tenure
- 13 paid holidays
- 15 days paid time off