Indigo Technical Field Service Product Specialist

HP Inc. · All Cities, California 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 mo