Field Technical Support Representative

This role is responsible for delivering exceptional customer support for HP Indigo digital presses by leading installation, maintenance, and service activities across assigned accounts. The Field Service Engineer (FSE) plays a critical role in improving customer satisfaction through proactive service delivery, technical expertise, and effective communication. This position supports pre-installation planning, on-site installation, break-fix activities, and ongoing system optimization, while working closely with customers, internal teams, and technical specialists to ensure consistent press performance and uptime.

Responsibilities

• Lead and support HP Indigo press installations, ensuring proper site readiness, system setup, calibration, and customer acceptance.

• Provide on-site technical support for break-fix activities, including troubleshooting mechanical, electrical, and print quality issues to restore equipment to operational status.

• Deliver preventive maintenance and system optimization to maximize press performance, uptime, and customer productivity.

• Act as a primary customer interface, managing expectations, addressing concerns, and maintaining strong customer relationships.

• Support complex customer environments (e.g., high-volume production sites) by delivering tailored solutions and coordinating escalations when required.

• Utilize proactive monitoring tools and diagnostics to identify and prevent potential issues before impacting production.

• Collaborate with technical support teams, product specialists, and management to resolve advanced issues and drive continuous improvement.

• Assist in press upgrades, retrofits, and value pack installations, ensuring proper execution and customer readiness.

• Provide guidance and technical support to third-party service providers and junior engineers when applicable.

• Ensure accurate documentation of service activities, parts usage, and technical findings in accordance with HP processes.

• Identify opportunities for process improvement, cost efficiency, and service quality enhancements within the district.

• Maintain compliance with HP safety standards, environmental policies, and operational procedures.

Education & Experience Recommended

• High School Diploma/GED or equivalent experience required; technical certification or associate degree preferred.

• Typically 5–8 years of experience in field service, preferably in digital printing, offset printing, or industrial equipment support.

• Experience supporting HP Indigo presses or similar high-complexity production equipment strongly preferred.

Preferred Certifications

• Technical certifications in electromechanical systems, electronics, or digital printing technology

• HP Indigo certification (if applicable)

Knowledge & Skills

• HP Indigo press systems and digital print technology

• Troubleshooting (mechanical, electrical, and print/image quality)

• Electromechanical systems and diagnostics

• Color management and print quality optimization

• Preventive maintenance and system calibration

• Field Service Management tools and processes

• Customer relationship management

• Health, Safety, and Environmental (HSE) compliance

• Process improvement and operational efficiency

• Use of hand tools, test equipment, and diagnostic software

Cross-Org Skills

• Customer-centric mindset

• Strong communication and interpersonal skills

• Results orientation and accountability

• Learning agility and continuous improvement mindset

• Ability to work independently in field environments

• Digital and technical fluency

Impact & Scope

• Impacts customer satisfaction, equipment uptime, and district operational performance

• Provides technical expertise and contributes to team success across service delivery functions

• Supports cross-functional collaboration with internal teams and external partners

Complexity

• Works on complex technical systems and customer environments that require advanced troubleshooting, independent judgment, and decision-making

• Handles escalations and critical customer issues with significant business impact

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, responsibilities, or qualifications. Responsibilities may change based on business needs and management direction.