Field Service Engineer

Field Service Engineer

Description -

Job Summary

HP is seeking an experienced Field Service Technician specializing in HP Indigo Digital Printing Presses to serve as a dedicated onsite technical resource for a key customer in the greater Columbia / Fort Mill area.

This is more than a traditional technical service position. As the onsite face of HP, you will play a critical role in supporting the customer’s production operation by maximizing equipment availability, responding quickly to production-impacting issues, and delivering an exceptional customer experience.

Success in this role requires a combination of strong technical expertise, customer commitment, clear communication, personal accountability, and dedication . The ideal candidate understands that when a press is down, the impact extends beyond the equipment to the customer’s production commitments and business.

You will be expected to take ownership of technical issues, proactively identify potential risks, communicate clearly with the customer, coordinate HP resources when additional support is required, and remain engaged through resolution and recovery.

Above all, you will work to become a trusted technical partner to the customer , focused on press reliability, production continuity, and long-term customer satisfaction.

Key Responsibilities

Customer Commitment & Production Support

- Serve as the dedicated onsite HP technical resource , developing a strong understanding of the customer’s production environment, operational requirements, and priorities.
- Recognize the critical business impact of press downtime and respond to production-impacting situations with appropriate urgency, ownership, and prioritization .
- Remain actively engaged during critical technical situations through stabilization and resolution.
- Balance immediate equipment recovery with longer-term actions designed to improve reliability and reduce recurring issues.
- Maintain a strong focus on customer uptime, productivity, and overall service experience .

Technical Service & Problem Resolution

- Diagnose and resolve complex technical issues involving electrical, electronic, electromechanical, software, automation, and digital printing systems.
- Provide onsite break-fix, preventive maintenance, troubleshooting, and escalation support for HP Indigo Digital Printing Presses.
- Utilize proactive monitoring tools and techniques to identify potential problems before they result in production interruptions.
- Analyze recurring technical issues and recommend corrective and preventive actions designed to improve equipment performance.
- Coordinate with HP technical specialists, remote support organizations, and other resources when additional expertise is required.
- Provide technical guidance and onsite escalation leadership when necessary.
- Support third-party and authorized service resources when appropriate.

Communication

- Maintain clear, timely, and consistent communication with the customer throughout service activities and technical escalations.
- Provide understandable updates regarding what is known, actions being taken, next steps, and any additional support being engaged.
- Set realistic expectations and consistently follow through on commitments.
- Effectively communicate technical information to customer operators, production personnel, and management.
- Maintain professionalism, composure, and transparency during high-pressure production situations.
- Build strong working relationships between the customer and HP support organizations.

Ownership, Dedication & Accountability

- Demonstrate a strong sense of personal ownership and accountability for both the technical issue and the overall customer experience.
- Take initiative and work independently while recognizing when additional expertise or escalation is required.
- Demonstrate reliability, responsiveness, preparation, and consistent follow-through.
- Maintain flexibility and dedication when customer production requirements require additional coordination and support.
- Look beyond the immediate repair to identify opportunities to strengthen equipment performance and the customer relationship.
- Treat the customer’s ability to successfully operate and produce as a central priority.

Continuous Improvement & Business Excellence

- Identify recurring technical, operational, or service challenges and recommend improvements.
- Utilize service data, technical observations, and equipment history to support proactive service decisions.
- Maintain accurate and timely service documentation.
- Support effective business controls through documentation, analysis, review, and verification.
- Share technical knowledge and best practices with other service professionals.
- Contribute to a collaborative environment focused on safety, quality, reliability, and customer satisfaction .

What Success Looks Like

Success in this role means:

- The customer views you as a trusted, dependable, and knowledgeable HP partner .
- Production-impacting issues receive immediate attention, strong ownership, and clear communication.
- Customer commitments are clearly communicated and consistently followed through.
- Potential equipment problems are identified and addressed proactively whenever possible.
- Technical escalations are effectively coordinated with the appropriate HP resources.
- Recurring problems are investigated with a focus on long-term resolution rather than repeated short-term fixes.
- The customer understands the status and direction of critical service activities.
- Press reliability, production continuity, safety, and the customer experience remain at the center of daily priorities.

Education & Experience

- High School Diploma, GED, higher secondary education, equivalent work experience, or demonstrated technical competence.
- Typically 6–8 years of related technical service experience .
- Experience supporting HP products, digital printing systems, mission-critical equipment, complex electromechanical systems, or similar production environments is preferred.
- Experience working directly with customers in an onsite technical service environment is highly desirable.
- Experience supporting equipment where availability and uptime are critical to customer operations is strongly preferred.

Preferred Technical Experience

- Experience servicing or operating HP Indigo Digital Printing Presses .
- Strong background in electrical, electronics, electromechanical, automation, or industrial equipment.
- Experience diagnosing complex production equipment in time-sensitive environments.
- Experience with preventive maintenance and proactive equipment monitoring.
- Ability to interpret technical information and use diagnostic and test equipment.
- Ability to work independently while collaborating effectively with remote technical teams and escalation resources.

Knowledge & Skills

- HP Indigo Digital Printing Technology
- Electrical and Electromechanical Systems
- Electronics
- Automation
- Chemistry
- Commissioning
- Preventive Maintenance
- Technical Diagnostics and Troubleshooting
- Test Equipment and Hand Tools
- Operating Systems
- Customer Relationship Management
- Customer Support
- Field Service Management
- Technical Services
- Technical Support
- Technical Training
- Process Improvement
- Key Performance Indicators (KPIs)
- Environmental Health & Safety
- Safety Standards

Core Competencies

Customer Centricity

Demonstrates a strong understanding that technical service directly impacts the customer’s production, business commitments, and overall experience.

Ownership & Accountability

Takes responsibility for driving issues forward, coordinating resources, following through on commitments, and remaining engaged until the situation is stabilized.

Communication

Communicates clearly, professionally, and consistently, particularly during critical or high-pressure service situations.

Technical Problem Solving

Applies technical knowledge, structured troubleshooting, sound judgment, and available resources to diagnose and resolve complex issues.

Urgency & Results Orientation

Recognizes production-critical situations and responds with the appropriate urgency while maintaining safe and disciplined troubleshooting practices.

Dedication & Reliability

Serves as a dependable onsite partner who demonstrates professionalism, preparation, flexibility, and commitment to the customer.

Continuous Improvement

Looks beyond individual service events to identify opportunities to improve press reliability, service effectiveness, and the overall customer experience.

Impact & Scope

This position has a direct impact on the customer’s production experience through the availability, reliability, and performance of HP Indigo equipment .

As a dedicated onsite representative, the Field Service Technician serves as an important connection between the customer and HP’s broader technical and service organizations. The role may also provide technical expertise to functional teams and participate in cross-functional service initiatives.

Complexity

Works independently on complex technical assignments requiring initiative, sound judgment, and specialized technical knowledge.

The technician must be capable of diagnosing difficult problems, determining appropriate courses of action, coordinating additional technical resources when required, and maintaining clear customer communication throughout the issue.

The position requires the ability to balance technical excellence with customer urgency , ensuring that issues are resolved safely, effectively, and with a strong understanding of their impact on the customer’s operation.

The Candidate We’re Looking For

We are looking for someone who brings more than technical ability.

The right candidate has a genuine sense of ownership for the customer , understands the importance of being present and dependable, communicates effectively when conditions are difficult, and takes pride in being the person the customer can rely on when production is at risk.

Technical expertise can solve a problem. Technical expertise combined with ownership, communication, urgency, and customer dedication builds long-term trust.

The pay range for this position is $25 to $38 USD per hour (applies to United States of America candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 13 paid holidays
- 15 days paid time off ( US benefits overview (https://hpbenefits.ce.alight.com/))

Job -
Services

Schedule -
Full time

Shift -
No shift premium (United States of America)

Travel -
25%

Relocation -
No
Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s   EEO Policy or read about your rights as an applicant under the law here: “ Know Your Rights: Workplace Discrimination is Illegal "