[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

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