Senior Service Engineer - 3D Printing

Senior Service Engineer - 3D Printing

Description -

The Senior Service Engineer - 3D Printing serves as a regional technical authority within the Services Competence Center, responsible for resolving complex customer and field escalations through advanced troubleshooting and root cause analysis. The role works closely with Remote Support Engineers (L1 support), Field Service Engineers (L2 support), and Customer Assurance teams (L4 support), as well as with customers and partners, to minimize impact, improve service performance, and ensure timely resolution of critical issues. In addition to managing high-complexity cases, the engineer contributes to process improvement, knowledge sharing, and the development of tools that strengthen regional service capability. The role includes visits to customer and partner sites to assess applications, understand system setups, and recommend improvement actions.

This role is remote for candidates in the west coast region.

Responsibilities
o    Represent HP’s technical position to partners and end customers, acting as a trusted authority on HP Additive Manufacturing solutions.
o    Lead the resolution of complex technical escalations through advanced troubleshooting, structured action plans, and clear root cause analysis.
o    Serve as the primary escalation focal point, ensuring proper documentation, validation of troubleshooting steps, and effective elevation to Business Unit (GBU) teams when required.
o    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.
o    Coordinate cross-functional resolution efforts across L1 (remote support), L2 (field support), and L4 (engineering) teams to ensure timely and effective outcomes.
o    Consolidate and deploy technical knowledge to the field, supporting the enablement of FSEs, operators, partners, and new employees.
o    Lead small technical projects or initiatives, driving ownership, execution, and successful delivery of outcomes.
o    Monitor and analyze service performance metrics, identifying trends and recommending actions to improve operational efficiency and service quality.
o    Drive continuous improvement by identifying opportunities to enhance customer experience, streamline processes, and improve tools and ways of working.

Education & Experience Recommended
o    Bachelor’s degree in Electrical, Electronics, Mechatronics, Mechanical, or a related engineering discipline and typically 3-5+ years of related experience.

o    Experience with complex industrial environments, additive manufacturing, or digital technologies is highly desirable.
o    Experience in a customer-facing technical role is required.
o    Experience working in cross-functional or multicultural environments.
o    Exposure to ServiceNow or similar case management tools.

Preferred Certifications
NA

Knowledge & Skills
o    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. 
o    Customer-focused mindset, with a strong interest in developing solutions that enhance the overall customer experience and deliver high-quality service. 
o     Ability to work effectively in a multi-technology environment, demonstrating adaptability and a continuous learning mindset in a rapidly evolving technology landscape. 
o    Excellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholders. 
o    Continuous improvement mindset, with the ability to challenge the status quo, drive meaningful change, and enhance tools, processes, and ways of working. 
o    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
o    Directly impacts customer satisfaction and system uptime
o    Drives resolution of the most complex and critical technical issues
o    Enables scalability of the support organization through knowledge transfer and process improvement
o    Contributes to overall service performance, cost efficiency, and escalation reduction

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject