Indigo Technical Field Service Product Specialist

About the Role

As an HP Indigo Field Service Technical Product Specialist, you will serve as a senior technical expert supporting HP Indigo digital press customers across the assigned region. This role is responsible for delivering advanced technical support, installations, system upgrades, performance optimization, customer training, and escalation management to ensure maximum press uptime, productivity, and customer satisfaction. The Technical Product Specialist serves as the primary technical resource for complex customer situations, leading critical escalations, conducting root-cause investigations, and driving resolution of challenging mechanical, electrical, software, workflow, and print quality issues. In addition to resolving technical problems, you will act as a mentor and technical coach for field service engineers, sharing expertise, developing troubleshooting capabilities, and supporting the growth of the broader service organization. As a trusted advisor to customers, you will provide expert guidance on equipment performance, workflow integration, print quality, and operational best practices. Success in this role requires strong electromechanical troubleshooting skills, excellent customer-facing communication, and the ability to independently manage complex technical challenges in demanding production environments. The Technical Product Specialist works closely with Product Support, Engineering, Sales, Customer Success, and Field Service teams to drive successful customer outcomes, improve service delivery, maximize equipment performance, and strengthen long-term customer relationships.
Travel Requirement: Up to 50% travel within the assigned region.
Key Responsibilities

Technical Leadership & Escalation Support

Serve as the senior technical escalation resource for complex HP Indigo hardware, software, print quality, workflow, and application issues.
Lead root-cause investigations and implement sustainable corrective actions.
Collaborate with Product Support, Technical Support, Engineering, and R&D organizations to resolve critical customer issues.
Mentor field service engineers and share technical expertise, best practices, and troubleshooting methodologies.
Installation, Commissioning & Upgrades

Lead new press installations, commissioning activities, site readiness reviews, and customer acceptance testing.
Execute hardware, software, and workflow upgrades.
Support equipment relocations, de-installations, and re-installations.
Validate system performance against HP operational and print quality standards.
Customer Support & Service Delivery

Serve as the primary technical advisor for assigned customer accounts.
Manage high-priority customer situations with professionalism and urgency.
Deliver both remote and onsite technical support.
Coordinate cross-functional resources to ensure timely issue resolution and successful customer outcomes.
Press Optimization & Customer Success

Conduct system assessments and performance optimization activities.
Proactively identify opportunities to improve press productivity, reliability, print quality, and utilization.
Utilize monitoring tools, performance data, and service analytics to prevent failures and reduce downtime.
Support customers in maximizing the value of their HP Indigo investment.
Training & Knowledge Transfer

Deliver operator, maintenance, workflow, and advanced troubleshooting training.
Coach customers on preventive maintenance, print quality management, and operational best practices.
Support onboarding and technical development of new field service engineers and service partners.
Develop customer self-sufficiency through structured knowledge transfer.
Operational Excellence

Maintain accurate service documentation, technical reports, and escalation records.
Follow HP service processes, quality standards, and EHS requirements.
Identify opportunities for continuous improvement and recommend enhancements to tools, processes, and service delivery models.
Support business controls through analysis, review, and verification activities.
Education & Experience

High School Diploma, GED, Technical Degree, Military Electronics Training, or equivalent hands-on experience.
6-8+ years supporting complex electromechanical, digital printing, industrial automation, or mission-critical production equipment.
Experience working independently in customer production environments.
Demonstrated success managing customer escalations and resolving technically complex issues.
Preferred HP Indigo field service, support, or production experience.
Digital printing, packaging, label, or commercial print industry experience.
Experience leading installations, commissioning activities, and relocations.
Experience mentoring engineers or delivering technical training.
Preferred Knowledge & Skills
Preferred Knowledge & Skills

Technical Advanced electrical and electronic troubleshooting
Electromechanical systems
Servo motors and motion control systems
Pneumatics and vacuum systems
Industrial automation
Computer networking and connectivity
Windows operating systems
Remote diagnostics and monitoring tools
Preventive maintenance methodologies
Root-cause analysis
Workflow and production software
Print quality diagnostics
Color management fundamentals
Test equipment utilization
Professional Customer relationship management
Executive customer communication
Technical coaching and mentoring
Project coordination
Process improvement
Learning agility
Problem solving and analytical thinking
Results orientation
Change management
Cross-functional collaboration
Impact & Scope

This role has direct impact on customer production uptime, print quality, operational efficiency, and customer satisfaction. The Technical Product Specialist provides technical leadership across multiple customer sites and serves as a key contributor to field service excellence, customer retention, and business growth initiatives.
Complexity

Works independently on highly complex technical assignments requiring expert-level troubleshooting, critical thinking, customer engagement, and cross-functional coordination. Acts as a technical authority for escalations, installations, upgrades, and optimization activities while influencing service delivery practices across the organization.
Ideal Candidate Profile

Expert troubleshooting and diagnostic capabilities
Strong customer-facing communication skills
Ownership and accountability for outcomes
Calm and effective decision-making during escalations
Ability to mentor and develop others
Strong learning agility and adaptability
Technical leadership in complex production environments
What Differentiates a Technical Product Specialist from a Field Service Engineer

A Technical Product Specialist not only repairs equipment, but also:
Serves as a trusted advisor.
Drives installation, optimization, and customer success initiatives.
Provides advanced operator and engineer training.
Influences service strategy, process improvement, and product performance.
Job - Services Schedule - Full time Shift - No shift premium (United States of America) Travel - 50% 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's EEO Policy or read about your rights as an applicant under the law here: "Know Your Rights: Workplace Discrimination is Illegal" You want to reshape the way the world works. So do we. You're looking for more than just a job; you're looking to make a difference. That means creating something new. Something that matters. Something that changes how the world works for the better. A career at HP can help you build the tomorrow you want. Let's grow together. Privacy, Terms of Use, and Accessibility Our founders believed that business exists when people work together to 'accomplish something collectively which they could not accomplish separately.' We uphold a zero-tolerance policy towards discrimination and treat everyone with respect. By maintaining these principles, we empower the HP team to contribute to our collective success and the future of work. Learn more about HP personal data practices at Privacy Statement, Personal Data Rights Notice (where applicable), Accessibility at HP, and Terms. You can be yourself at HP. Learn more

J-18808-Ljbffr