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Field Technical Support

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Description du posteResume du poste

En tant qu'Ingenieur(e) en reussite client HP Indigo, votre principale responsabilite est de fournir des services techniques experts, notamment le diagnostic et la reparation des presses HP Indigo afin d'assurer une performance et une disponibilite optimales. Vous etes l'expert(e) technique de premiere ligne, charge(e) de resoudre des problemes complexes et de maintenir la fiabilite de nos equipements chez les clients.

Au-dela du service technique de base, vous jouez egalement un role cle dans la reussite des clients en offrant des services a valeur ajoutee tels que :

• Des visites d'integration et de demarrage afin d'aider les clients a monter rapidement et efficacement en competence.
• De la formation et du coaching directement sur presse afin de developper les competences des operateurs et maximiser les capacites des presses.

Vous utiliserez egalement des outils de pointe en intelligence artificielle et des outils de diagnostic a distance afin d'identifier de facon proactive les problemes, accelerer le depannage et ameliorer l'efficacite du service, garantissant ainsi un soutien rapide et efficace aux clients. Ce role hybride combine une expertise technique approfondie et une approche centree sur le client, aidant nos partenaires a atteindre une satisfaction durable et le succes de leur entreprise grace aux solutions HP Indigo.

ResponsabilitesFonctions d'ingenieur terrain :

• Installer et mettre en service les presses numeriques HP Indigo chez les clients.
• Diagnostiquer et resoudre les problemes lies au materiel, aux logiciels et aux processus.
• Effectuer l'entretien preventif, les mises a niveau et les calibrations des presses.
• Fournir un soutien technique sur site et a distance.
• Maintenir les dossiers de service, la documentation technique et les rapports.

Fonctions de soutien a la reussite client :

• Offrir des programmes de formation structures pour l'integration des nouveaux clients.
• Former les operateurs de presse et le personnel de production sur :
  • L'utilisation des presses et les flux de travail
  • Les meilleures pratiques d'entretien
  • La gestion des couleurs et la manipulation des supports
  • Le depannage et le controle de la qualite
• Evaluer le niveau de competence des operateurs et adapter la formation en consequence.
• Agir a titre de mentor technique durant les 30 a 90 premiers jours de montee en production.
• Collaborer avec les equipes internes (Ventes, Applications, Reussite client) afin d'assurer une transition harmonieuse.

Qualifications privilegiees

• Certifications HP Indigo ou experience anterieure avec les presses HP Indigo.
• Connaissance des logiciels DFE/RIP (ex. : HP Smart Stream, Esko, EFI).
• Connaissance des methodologies Lean ou Six Sigma.
• Le multilinguisme constitue un atout.

Formation et experience recommandees

• Diplome d'etudes secondaires/GED/formation secondaire superieure ou experience professionnelle equivalente ou competences demontrees.
• Possede generalement de 6 a 8 ans d'experience professionnelle pertinente, de preference avec les produits HP dans des environnements clients, la gestion de comptes, le soutien informatique a la clientele, le soutien technique sur site, les environnements critiques, les systemes ou un domaine connexe.

Connaissances et competences

• Automatisation
• Chimie
• Mise en service
• Gestion de la relation client
• Soutien a la clientele
• Genie electrique
• Electromecanique
• Electronique
• Sante, securite et environnement
• Gestion des services sur le terrain
• Outils manuels
• Indicateurs cles de performance (KPI)
• Systemes d'exploitation
• Entretien preventif
• Amelioration des processus
• Normes de securite
• Services techniques
• Soutien technique
• Formation technique
• Equipement d'essai

Competences interorganisationnelles

• Communication efficace
• Orientation vers les resultats
• Agilite d'apprentissage
• Maitrise du numerique
• Orientation client

A propos de HP

HP cree de nouvelles possibilites permettant a la technologie d'avoir un impact significatif sur les personnes, les entreprises, les gouvernements et la societe. Plus grande entreprise technologique au monde et classee au 10e rang du Fortune 500 en 2012, HP reunit un portefeuille couvrant l'impression, l'informatique personnelle, les logiciels, les services et l'infrastructure TI afin de servir plus d'un milliard de clients dans plus de 170 pays repartis sur six continents.

HP invente, concoit et fournit des solutions technologiques qui generent de la valeur commerciale, creent une valeur sociale et ameliorent la vie de ses clients.

Les processus d'acquisition de talents de HP Canada impliquent l'utilisation de technologies, y compris, sans s'y limiter, des outils d'intelligence artificielle (IA), afin de soutenir les processus de preselection, d'evaluation et de selection. Ces outils sont concus pour ameliorer l'equite et l'efficacite, et toutes les decisions d'embauche sont examinees par notre equipe de recrutement afin d'assurer leur conformite avec les normes d'embauche de HP et les lois provinciales applicables en matiere d'emploi.

Cette offre d'emploi vise un poste actuellement vacant ou un poste qui devrait devenir vacant dans un avenir rapproche.

Remuneration et avantages sociaux

L'echelle salariale pour ce poste est de $62,000 $ a $82000 $ par annee. La remuneration dans cette fourchette sera etablie en fonction de l'experience, des competences et de l'equite interne.

En tant qu'employe(e) a temps plein de HP Canada, vous serez admissible aux programmes d'avantages sociaux collectifs de l'entreprise, notamment l'assurance medicale, dentaire, l'assurance vie et l'assurance invalidite, conformement aux modalites des regimes applicables.

Pendant votre emploi, vous beneficierez de 15 jours de vacances payees par annee, calcules au prorata selon votre date d'entree en fonction. Des renseignements detailles concernant les avantages sociaux seront fournis lors de l'embauche et demeurent assujettis aux modalites des regimes applicables.

Employeur souscrivant au principe de l'egalite des chances

HP Canada est un employeur offrant l'egalite des chances. Nous accueillons favorablement les nombreuses dimensions de la diversite. A la demande des candidats qualifies, des mesures d'adaptation peuvent etre offertes a toutes les etapes du processus de selection conformement a la politique d'accommodement de HP.

Si vous avez besoin d'aide pour remplir une demande d'emploi ou si vous avez besoin d'une mesure d'adaptation raisonnable dans le cadre de votre recherche d'emploi, veuillez envoyer un courriel a canadaaodaofficer@hp.com.

Remarque : Cette option est reservee aux candidats ayant besoin d'une mesure d'adaptation raisonnable liee a un handicap.

Afin de satisfaire a nos obligations contractuelles envers nos clients, le candidat retenu devra reussir une verification de base du casier judiciaire. Vous devrez egalement signer l'entente de confidentialite, de non-sollicitation et de conflit d'interets de HP.

Job Summary

As an HP Indigo Customer Success Engineer, your primary responsibility is to deliver expert technical services, including diagnosing and repairing HP Indigo presses to ensure optimal performance and uptime. You are the frontline technical expert, solving complex issues and maintaining the reliability of our equipment at customer sites.

Beyond core service, you play a key role in driving customer success by providing value-added services such as:

• Onboarding and startup visits to help customers ramp up quickly and confidently.

• On-press training and coaching to build operator skills and maximize press capabilities.

You will also leverage state-of-the-art Artificial Intelligence and remote diagnostic tools to proactively identify issues, accelerate troubleshooting, and enhance service efficiency, ensuring customers receive fast and effective support. This hybrid role combines deep technical expertise with a customer-first mindset, helping our partners achieve long-term satisfaction and business success with HP Indigo solutions.

Responsibilities

Field Engineer Duties:

• Install and commission HP Indigo digital presses at customer locations.

• Diagnose and resolve hardware, software, and process-related issues.

• Perform routine maintenance, upgrades, and press calibrations.

• Provide on-site and remote technical support.

• Maintain service records, technical documentation, and reports.

Customer Success Support Duties:

• Deliver structured Ramp-Up training programs to new customers.

• Educate press operators and production staff on:

  • Press operation and workflow

  • Maintenance best practices

  • Color management and media handling

  • Troubleshooting and quality control

• Assess operator proficiency and adapt training accordingly.

• Serve as a technical mentor during the first 30-90 days of production ramp-up.

Collaborate with internal teams (Sales, Applications, Customer Success) to ensure a smooth handover.

Preferred Qualifications:

• HP Indigo Certification(s) or prior experience with HP Indigo presses.
• Familiarity with DFE/RIP software (e.g., HP Smart Stream, Esko, EFI).
• Knowledge of Lean or Six Sigma methodologies.
• Multilingual skills are a plus.

Education & Experience Recommended
High School Diploma/General Education Diploma (GED)/Higher Secondary education or commensurate work experience or demonstrated competence.
Typically has 6-8 years of related 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.
Knowledge & Skills
Automation
Chemistry
Commissioning
Customer Relationship Management
Customer Support
Electrical Engineering
Electromechanics
Electronics
Environment Health And Safety
Field Service Management
Hand Tools
Key Performance Indicators (KPIs)
Operating Systems
Preventive Maintenance
Process Improvement
Safety Standards
Technical Services
Technical Support
Technical Training
Test Equipment
Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

About HP

HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world's largest technology company and ranked 10 on the Fortune 500 list for 2012, HP

brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure to serve more than 1 billion customers in over 170 countries on six continents. HP invents, engineers, and

delivers technology solutions that drive business value, create social value, and improve the lives of our clients. HP Canada's Talent Acquisition processes involve the use of technology, including but not limited to, artificial intelligence (AI) tools, to support the screening, assessment, and selection processes. These tools are designed to enhance fairness and efficiency, and all hiring decisions are reviewed by our recruitment team to ensure alignment with HP's hiring standards and applicable Provincial employment laws. This job posting is for an existing vacancy or a position expected to become vacant in the near future.

Compensation and Benefits

The salary range for this role is $62,000 to $82,000 annually with .Pay within this range will be based on the review of experience, skills, and internal equity.

As a full time, employee of HP Canada, you will be eligible to participate in the company's group benefit programs, including medical, dental, life insurance, and disability coverage, subject to the terms and conditions of the applicable plans. During your employment term, you will receive 15 paid vacation days per year prorated based on your start date. Detailed information regarding benefits-will be provided upon hire and is subject to the terms and conditions of the applicable plans.

Equal Opportunity Employer:

HP Canada is an equal opportunity employer. We welcome the many dimensions of diversity. Upon request by qualified candidates, accommodation of special needs may be considered during all stages of the selection process within the framework of the HP Accommodation Policy. If you need assistance in filling out the employment application or require a reasonable accommodation while seeking employment, please e-mail canadaaodaofficer@hp.com.

Note: This option is reserved for applicants needing a reasonable accommodation related to a disability. In order to satisfy our contractual obligations with clients, the successful candidate will be required to pass a basic, standard Criminal Records check. You will also be required to sign off on HP's Confidentiality, Non-Solicitation and Conflict of Interest Agreement.

Job -

Services

Schedule -

Full time

Shift -

No Shift premium (Canada)

Travel -

Relocation -

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'sEEO Policy or read about your rights ...