Industrial Printing Field Support Engineer
Job Summary
HP has always been an innovator in the printing industry, investing in and deploying breakthrough digital technologies. We are looking for a motivated Field Service Engineer based in Italy (Milan area) to expand our IPCS Industrial Service team. Onsite Customer Services is our biggest success, and HP is always striving to ensure we have the best people. The primary responsibility for this position will be to provide technical support installing/upgrading/servicing HP Indigo and HP PageWide Web Press (Industrial Printers) on the customer site, working closely with customers, HP Install Managers, Tier 3/4 experts, and other technicians. This will require the employee to apply extensive knowledge of the job skills, company policies, and service/install procedures to complete complex, specialized assignments/tasks in creative and effective ways. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve problems and/or develop recommended solutions.
Responsibilities:
Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk.
Integrate technical knowledge and business understanding to create solutions for customers.
Resolve single- and cross-technology incidents independently. Work with team members to resolve unusually complex or cross-technology incidents.
Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
Apply HP solutions to meet highly complex customer needs.
Identify additional services that could lead to future service revenue growth.
Build and maintain strong relationships up to senior management level in assigned accounts.
Design and deliver support solutions using specific industry knowledge and expertise.
Assist in managing the delivery of industry support solutions.
Lead Customer Expectation management as part of the escalation process.
Lead cross-team or large programs/projects.
Coach or guide junior consultants.
Skills Required:
Command of English (additional languages are very well welcomed).
Excellent verbal and written communication skills.
Strong mechanical/electrical skills and hands-on experience repairing and/or installing industrial/printing equipment.
Availability to travel at short notice at around 50% of the time or more.
Experience with installation of equipment and mechanical assembly tasks within planned installation timelines.
Hands-on experience and ability using hand tools, multimeters, drills, etc.
Set up, calibrate, troubleshoot, and validate process/product equipment.
Able to work independently to troubleshoot problems and provide solutions. Also, able to escalate issues and work with other experts remotely to resolve equipment issues.
Ability to work in a team environment with minimal supervision, and at times completing assignments without established procedures.
Accountability delivering results according to schedules without reminders.
Able to communicate remotely with customers and to promote virtual tools.
Superior customer service skills. Experience in remote troubleshooting in a technical environment. Proven analytical and problem-solving skills.
Ability to solve and document solutions for customers in complex situations. Ability to contribute to technical action plans.
Overall understanding of the contribution of role into organizational priorities (Operational Excellence, Diagnosis accuracy, RER, TCE...), able to correlate day-to-day activity into those organizational priorities.
Works across functions and promotes teamwork and focus on generating E2E activity leading to the right customer solution.
Knowledge of Linux/Windows operating systems, scripting & networking knowledge and Color Management skills are highly requested.
Background in Electronics and Mechanical engineering is required.
Able to read and interpret electrical schematics to resolve wiring or electric/electronics issues.
Masters tech knowledge on IPCS products and technologies and has the ability to transmit that knowledge to our customers. Constant development of tech skills (on work, on training and at customer site).
Experience leading onsite technician crews.
Experience working with Industrial Controls and Automation systems: Siemens and B&R.
Basic Networking Skills (Ethernet, VLAN, router configuration, etc.) and Linux at a user level.
Fully knowledgeable of printing paper path system and subsystems components and interactions. Complete understanding of paper path inter-dependencies and dynamics.
Experience imposing user files for print production. This may include evaluating why files fail to rip or process properly and taking corrective action to remedy the issues.
Strong eye for print quality evaluation and ability to follow instructions and guidelines to implement adjustments as needed for optimal PQ.
Fully trained in the installation, alignment, and setup procedures for industrial printing equipment. Able to read and interpret precision machine levels and micrometers. Experienced with tramming to ensure proper printing paper path roller-to-roller alignment.
Experience creating technical reports to feedback field issues to design and manufacturing engineers.
Education & Experience Recommended:
Four-year or Graduate Degree in Computer Science, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 4-7 years of 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 or an advanced degree with 3-5 years of work experience.
Desired (Non-Essential) Qualifications & Training:
Advanced knowledge in the field of electromechanical technology and software.
Qualified Electrical Worker (PESPAV). Safely troubleshoot and repair/replace electrical systems and components where voltages in excess of 50V are utilized. Some troubleshooting of live circuits where voltages in excess of 50 volts are present.
Understands 3 phase electrical systems.
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.
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