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.
Education & Experience Recommended
Bachelor’s degree in Electrical, Electronics, Mechatronics, Mechanical, or a related engineering discipline and typically 3-5+ years of related experience.
Experience with complex industrial environments, additive manufacturing, or digital technologies is highly desirable.
Experience in a customer-facing technical role is required.
Experience working in cross-functional or multicultural environments.
Exposure to ServiceNow or similar case management tools.
Knowledge & Skills
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.
Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Travel
Must be willing to travel 50%
Impact & Scope
Directly impacts customer satisfaction and system uptime
Drives resolution of the most complex and critical technical issues
Enables scalability of the support organization through knowledge transfer and process improvement
Contributes to overall service performance, cost efficiency, and escalation reduction
Compensation and Benefits
The pay range for this role is $ 89,650.00 - 130,000.00 USD annually with additional opportunities for pay in the form of bonus and/or equity (applies to United States of America 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.
- Shift -
- No shift premium (United States of America)
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"
