Technical Support Specialist - Onsite Job

We are seeking a Field Technical Support Representative V to join our team as an Onsite Administrator (Print) - OSA Level II. The role will support a customer site in St. Paul, MN and requires daily onsite presence. The ideal candidate will have strong experience in customer-facing technical support, print device administration, and proactive account management and a proven ability to resolve complex issues independently, optimize device uptime, and drive customer satisfaction and retention., * Ensure high customer satisfaction by clarifying needs and addressing inquiries promptly and appropriately.

• Handle customer-relation issues, provide guidance, and escalate per established procedures.
• Provide software service, pre-sales, post-sales, and service delivery support, including proactive and reactive services for mission critical customers.
• Monitor systems to detect performance issues and execute corrective action plans as needed.
• Contribute customer business and industry trend insights to the Account Support Plan and support account growth and retention.
• Mentor and coach new hires on work processes and procedures, and provide leadership to Field Technical Support Representatives.
• Execute approved scripted change management activities and adhere to incident, change, and problem management processes.
• Meet daily production goals and contract-required response times while maintaining data confidentiality and compliance with standards.
• Perform routine installations, configurations, and initial troubleshooting on assigned platforms and applications.

Onsite Administrator (Print) - OSA Level II Duties:

• Manage consumable inventory and ensure adequate supplies at customer sites.
• Replace toner, consumables, and paper, and clear paper jams.
• Assist end users with device functionality and perform initial troubleshooting.
• Coordinate with HP for software-branded support and report customer dissatisfaction to CSM/SDM.
• Collect usage pages per device as needed and swap devices with spares when required.

• Broad knowledge of corporate policies, products, markets, and processes, with understanding of business management principles and practices.
• Demonstrated expertise in O/S fundamentals, DHCP, and networking in heterogeneous data center or enterprise environments.
• Experience supporting a full range of HP products for enterprise customers and managing proactive account activities.
• Strong communication and presentation skills with effective written and verbal delivery.
• Ability to prevent unplanned outages or data loss through proactive escalation and incident trend identification.
• Customer relationship building skills that support long-term engagement and retention.
• Performance under high-pressure situations with sound judgment, planning, problem solving, analysis, and negotiation.
• Leadership capability to coach field support staff and share technical knowledge.
• Familiarity with change management processes and tools.
• Must reside in or commute daily to St. Paul, MN customer site., * Minimum Vocational/Diploma/Associate Degree in a technical field with 6+ years related experience, or a Bachelor’s degree with 4-6 years relevant experience. Alternatively, a High School Diploma/GED with commensurate work experience and demonstrated competence.
• Typically 2-5 years of related hands-on work in maintenance, quality, or related fields for OSA II scope.

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