Electrical Service Engineer
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 engineer works 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 role also supports process improvement, knowledge sharing, and development of tools that strengthen regional service capability. Site visits are included to assess applications and system setups and recommend improvements. This role is remote for candidates in the west coast region and requires willingness 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, attention to detail, and ability to diagnose complex technical issues to root cause.
- Customer-focused mindset and interest in developing solutions that enhance customer experience and service quality.
- Ability to work effectively in a multi-technology environment, adapt, and continue learning.
- Excellent verbal and written communication skills for engaging technical and non-technical stakeholders.
- Continuous improvement mindset and ability to drive meaningful change.
- 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.
- Exposure to ServiceNow or similar case management tools.
Responsibilities
- Represent HP’s technical position to partners and end customers as a trusted authority on HP Additive Manufacturing solutions.
- Lead resolution of complex technical escalations through advanced troubleshooting, structured action plans, and root cause analysis.
- Serve as the primary escalation focal point, ensuring documentation, validation of troubleshooting steps, and 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 and drive their execution and delivery.
- Monitor and analyze service performance metrics, identify trends, and recommend actions to improve operational efficiency and service quality.
- Identify and implement opportunities to improve customer experience, processes, tools, and ways of working.
- Visit customer and partner sites to assess applications and system setups and recommend improvement actions.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long-term and short-term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- 4–12 weeks of fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
- Additional opportunities for pay in the form of bonus and/or equity (United States candidates only)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
