Field Technical Service Representative

We are seeking a highly motivated and detail-oriented individual to join our Software Support Organization as a Product Specialist for the Workforce Experience Platform. The candidate will play a crucial role partnering with the product management, engineering and go-to-market teams to develop requirements for the DS Support organization. This role will also work inside the Digital Services Support organization with key leaders to identify needs of external teams and drive communication and engagement. This role is crucial to setting a high standard for customer experience and holding all stakeholders to the highest bar.  

Responsibilities:   

• Prioritize alignment and collaboration with the product engineering group, markets, and other functions within the organization to ensure effective communication and understanding of Workforce Experience Platform changes and their impact on customer experience. 

• Possess deep product knowledge and strong project management skills to interpret and understand platform changes initiated by the product engineering group and work with the organization to implement those changes while keeping customer experience in mind.   

• Coordinate with other support teams such as onboarding & customer success, customer support (incident/problem mgmt), and regional markets to align platform requirements and ensure seamless coordination between different support organization functions.   

• Analyze support ticket data, trends, and other relevant information to make data-driven decisions regarding changes, priorities, and roadmap planning for a more targeted and effective approach to support.   

Qualifications:   

• Bachelor's degree in a relevant field or equivalent work experience.   

• Proven experience in product management, market alignment, or a similar role with a focus on delivering world-class customer experience.    

• Strong project management skills with the ability to handle multiple tasks and prioritize effectively.   

• Excellent communication and collaboration skills to work effectively with the product engineering group, markets, and other functions within the organization.   

• Analytical mindset with the ability to analyze data and trends to make informed decisions.   

• Familiarity with the Workforce Experience Platform or related products is a plus.   

We offer competitive compensation and benefits packages, as well as opportunities for growth and development within our organization. If you are passionate about product and market alignment and are driven by the goal of delivering a world-class customer experience, we would love to hear from you.  

Please submit your resume and a cover letter detailing your relevant experience and why you are interested in this position. 

The base pay range for this role is $104,800 to $158,250 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including; 
  • 4-12 weeks fully paid parental leave based on tenure
  • 11 paid holidays
  • Additional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.