HP Tier 2.5 Support Engineer

Job Description

Job Description

About Bell and Howell

Bell and Howell delivers technology-driven Automation Services and Automation Solutions that help businesses optimize performance, reduce downtime, and improve customer experiences.

Our Automation Services bring a dedicated team of expert mechatronic service engineers completely covering North America and backed by our Integrated 360™ advanced technology enabling remote repair, diagnostics, automated SmartOps Dispatch™ and 24/7/365 technical assistance for our clients. We provide a comprehensive and certified level of support for thousands of diversified clients.

Our Automated Solutions product portfolio consists of next-generation equipment delivering best-in-class performance enhancing workflow efficiency and elevating customer experiences across multiple markets including retail, pharmaceuticals, packaging, mail production, ecommerce and manufacturing – all backed by the best service in the industry.

Position Title: HP Tier 2.5 Support Engineer 

Location: Corvalis, OR

Job Summary:

The HP Tier 2.5 Support Engineer maintains customer satisfaction by providing expert technical assistance with HP Page Wide Press products.  The HP Tier 2.5 Support Engineer possesses strong technical and communication ability and can support a major territory, account, or customer of significant impact and/or complexity.  The HP Tier 2.5 Support Engineer guides and supports less experienced technicians as well as coaches and mentors service personnel to ensure maximum performance and technical proficiency. 

The HP Tier 2.5 Support Engineer is responsible for improving customer experience by providing hardware/firmware/application support information, addressing challenges, and delivering HP Page Wide Press services for service support. The service caters to diverse customer needs, offering remote support for break/fix activities, and providing expertise in resolving complex mechanical and technical issues.

Job Responsibilities: 

• Minimizes customer downtime by troubleshooting and resolving the more complex hardware, software and mechanical problems on all existing product lines through direct problem analysis or analysis of collected data; providing on call service; troubleshooting issues by phone, and on-site as required; monitoring status of problem resolution at all times. Is considered to be a product expert on most products and may play a lead support role in the field.

• Ensures availability to customer by carrying a cell phone (SDA); responding to emergency and non-scheduled calls for service within established response time goals; being available, on a rotation basis, for scheduled service and emergency calls seven days a week, twenty-four hours a day.

• May act as liaison between service management and the customer by being the first level of issue escalation in customer related technical issues.

• Assists local Manager in improving technician skills and service readiness by helping coordinate technical training both locally and at any assigned training areas at Bell and Howell or OEM partner.

Supervisory Responsibilities: N/A

Competencies (Skills, Knowledge and Abilities):

• Requires understanding of computer program functionality and software troubleshooting skills.

• Strong interpersonal/customer relation skills.

• Ability to effectively resolve conflict internally and externally.

• Ability to accomplish the describe duties through appropriate hand, power, and testing tools/equipment.

• Ability to reason logically and make sound decisions along with considering alternative and diverse perspectives.

• Strong analytical, problem-solving, quantitative, and time management skills.

• Ability to communicate effectively both orally and in writing.

• Ability to understand, remember and follow verbal and written instructions.

• Ability to work as an integral part of a team.

• Ability to read and understand written procedures and diagrams for assembly and test.

• Ability to develop and implement solutions to assembly problem.

• Ability to maintain regular attendance and be punctual.

Education and Experience:

• High School degree or equivalent with 5+ years of advanced mechanical/electronic/software or related experience required. Associate degree or Diploma in digital electronics or related field preferred.  
• 3-5 years’ experience as a Customer Service Engineer or Senior Customer Service Engineer with a proven track record of strong technical proficiency working on HP Page Wide Press and has the ability to work well with others 

Travel:

• This position may require local travel to customer locations. This position is primarily remote out of the Corvallis, OR area.

Physical Requirements:

• Ability to use standard and specialized hand, power and diagnostic tools and measuring equipment, such as oscilloscopes, DMM, gauges, etc.
• Requires lifting to seventy (70) pounds.
• Requires walking and standing; using hands to feel objects; reaching; and requires balance.
• Requires stooping, kneeling, crouching and/or crawling.
• Ability to work in a loud environment.
• Ability to work in small, cramped areas.
• Ability to work in elevated environment up to twenty (20) feet.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Bell and Howell is an Equal Opportunity Employer. It is company policy to administer employment based solely on an individual’s qualifications, ability and performance without regard to race, color, religion, gender identity, sex (including pregnancy, lactation, childbirth or related medical conditions), sexual orientation, age, national origin or ancestry, physical or mental disability, genetic information (including testing and characteristics), veteran status, uniformed servicemember status, marital status, or any other characteristic protected by federal, state or local law.