Electrical Service Engineer

HP•Alpharetta, GA

5d•$89,650 - $130,000•Remote

About The Position

The Electrical Service Engineer serves as a regional technical authority within the Services Competence Center, resolving complex customer and field escalations through advanced troubleshooting and root cause analysis. The role works closely with Remote Support Engineers (L1), Field Service Engineers (L2), Customer Assurance teams (L4), customers, and partners to minimize impact, improve service performance, and resolve critical issues in a timely manner. The engineer also contributes to process improvement, knowledge sharing, and 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 improvements. It is remote for candidates in the west coast region. The position directly affects customer satisfaction and system uptime, drives resolution of the most complex and critical technical issues, enables support scalability through knowledge transfer and process improvement, and contributes to service performance, cost efficiency, and reduced escalations. Candidates must be willing to travel 50%.

Requirements

Bachelor’s degree in Electrical, Electronics, Mechatronics, Mechanical, or a related engineering discipline.
Typically 3–5+ years of related experience.
Experience in a customer-facing technical role.
Experience working in cross-functional or multicultural environments.
Strong analytical and problem-solving skills, including diagnosing complex technical issues to root cause, with high attention to detail.
Customer-focused mindset and interest in developing solutions that enhance customer experience and service quality.
Ability to work effectively in a multi-technology environment, with adaptability and a continuous learning mindset.
Excellent verbal and written communication skills for engaging technical and non-technical stakeholders.
Continuous improvement mindset and ability to drive meaningful change in tools, processes, and ways of working.
High autonomy and proactivity in a dynamic, international, cross-functional environment.
Willingness to travel 50%.

Nice To Haves

Experience with complex industrial environments, additive manufacturing, or digital technologies is highly desirable.
Exposure to ServiceNow or similar case management tools.

Responsibilities

Represent HP’s technical position to partners and end customers, acting as a trusted authority on HP Additive Manufacturing solutions.
Lead resolution of complex technical escalations through advanced troubleshooting, structured action plans, and clear root cause analysis.
Serve as the primary escalation focal point, ensuring documentation, validation of troubleshooting steps, and effective escalation to Business Unit (GBU) teams when required.
Provide mission-critical technical support and recommendations to improve equipment performance and customer operations, onsite and remotely through Field Service Engineers and partners.
Coordinate resolution efforts across L1 remote support, L2 field support, and L4 engineering teams.
Consolidate and deploy technical knowledge to the field, enabling Field Service Engineers, operators, partners, and new employees.
Lead small technical projects or initiatives, driving ownership, execution, and delivery of outcomes.
Monitor and analyze service performance metrics, identify trends, and recommend actions to improve operational efficiency and service quality.
Identify opportunities to improve customer experience, streamline processes, and enhance tools and ways of working.
Visit customer and partner sites to assess applications, understand system setups, and recommend improvement actions.