[Remote] Senior Service Engineer - 3D Printing
Note: The job is a remote job and is open to candidates in USA. HP is a leading company in the technology sector, and they are seeking a Senior Service Engineer - 3D Printing to act as a regional technical authority. This role involves resolving complex customer escalations, improving service performance, and contributing to process improvement within the Services Competence Center.
Responsibilities
- Represent HP’s technical position to partners and end customers, acting as a trusted authority on HP Additive Manufacturing solutions
- Lead the resolution of complex technical escalations through advanced troubleshooting, structured action plans, and clear root cause analysis
- Serve as the primary escalation focal point, ensuring proper documentation, validation of troubleshooting steps, and effective elevation to Business Unit (GBU) teams when required
- Provide mission-critical technical support and recommendations to improve equipment performance and customer operations, both onsite and remotely through Field Service Engineers (FSEs) and partners
- Coordinate cross-functional resolution efforts across L1 (remote support), L2 (field support), and L4 (engineering) teams to ensure timely and effective outcomes
- Consolidate and deploy technical knowledge to the field, supporting the enablement of FSEs, operators, partners, and new employees
- Lead small technical projects or initiatives, driving ownership, execution, and successful delivery of outcomes
- Monitor and analyze service performance metrics, identifying trends and recommending actions to improve operational efficiency and service quality
- Drive continuous improvement by identifying opportunities to enhance customer experience, streamline processes, and improve tools and ways of working
Skills
- Bachelor's degree in Electrical, Electronics, Mechatronics, Mechanical, or a related engineering discipline and typically 3-5+ years of related experience
- Experience in a customer-facing technical role is required
- Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues to root cause and a high level of attention to detail
- Customer-focused mindset, with a strong interest in developing solutions that enhance the overall customer experience and deliver high-quality service
- Ability to work effectively in a multi-technology environment, demonstrating adaptability and a continuous learning mindset in a rapidly evolving technology landscape
- Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders
- Continuous improvement mindset, with the ability to challenge the status quo, drive meaningful change, and enhance tools, processes, and ways of working
- High level of autonomy and proactivity, with the ability to operate effectively in a dynamic, international, and cross-functional environment
- Must be willing to travel 50%
- Experience with complex industrial environments, additive manufacturing, or digital technologies is highly desirable
- Experience working in cross-functional or multicultural environments
- Exposure to ServiceNow or similar case management tools
Benefits
- 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](https://hpbenefits.ce.alight.com/))
Company Overview
Company H1B Sponsorship