Indigo Technical Field Service Product Specialist

Indigo Technical Field Service Product Specialist

Description -

## 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

### Required

• 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

### 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

The successful candidate demonstrates:

• 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 advisorrce.

• 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"