[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.ResponsibilitiesRepresent HP’s technical position to partners and end customers, acting as a trusted authority on HP Additive Manufacturing solutionsLead the resolution of complex technical escalations through advanced troubleshooting, structured action plans, and clear root cause analysisServe as the primary escalation focal point, ensuring proper documentation, validation of troubleshooting steps, and effective elevation to Business Unit (GBU) teams when requiredProvide mission-critical technical support and recommendations to improve equipment performance and customer operations, both onsite and remotely through Field Service Engineers (FSEs) and partnersCoordinate cross-functional resolution efforts across L1 (remote support), L2 (field support), and L4 (engineering) teams to ensure timely and effective outcomesConsolidate and deploy technical knowledge to the field, supporting the enablement of FSEs, operators, partners, and new employeesLead small technical projects or initiatives, driving ownership, execution, and successful delivery of outcomesMonitor and analyze service performance metrics, identifying trends and recommending actions to improve operational efficiency and service qualityDrive continuous improvement by identifying opportunities to enhance customer experience, streamline processes, and improve tools and ways of workingSkillsBachelor's degree in Electrical, Electronics, Mechatronics, Mechanical, or a related engineering discipline and typically 3-5+ years of related experienceExperience in a customer-facing technical role is requiredStrong analytical and problem-solving skills, with the ability to diagnose complex technical issues to root cause and a high level of attention to detailCustomer-focused mindset, with a strong interest in developing solutions that enhance the overall customer experience and deliver high-quality serviceAbility to work effectively in a multi-technology environment, demonstrating adaptability and a continuous learning mindset in a rapidly evolving technology landscapeExcellent verbal and written communication skills, with the ability to engage effectively with both technical and non-technical stakeholdersContinuous improvement mindset, with the ability to challenge the status quo, drive meaningful change, and enhance tools, processes, and ways of workingHigh level of autonomy and proactivity, with the ability to operate effectively in a dynamic, international, and cross-functional environmentMust be willing to travel 50%Experience with complex industrial environments, additive manufacturing, or digital technologies is highly desirableExperience working in cross-functional or multicultural environmentsExposure to ServiceNow or similar case management toolsBenefitsHealth insuranceDental insuranceVision insuranceLong term/short term disability insuranceEmployee assistance programFlexible spending accountLife insuranceGenerous time off policies, including;4-12 weeks fully paid parental leave based on tenure11 paid holidaysAdditional flexible paid vacation and sick leave ([US benefits overview](https://hpbenefits.ce.alight.com/))Company OverviewHP is a manufacturer and seller of personal computers, printers, computer hardwares, and business solutions. It was founded in 1939, and is headquartered in Palo Alto, California, USA, with a workforce of 10001+ employees. Its website is http://www.hp.com.Company H1B SponsorshipHP has a track record of offering H1B sponsorships, with 21 in 2026, 193 in 2025, 187 in 2024, 190 in 2023, 200 in 2022, 178 in 2021, 183 in 2020. Please note that this does not guarantee sponsorship for this specific role.