HP Additive Manufacturing Customer Assurance Support Engineer

Description -

Job Summary
HPs AM Customer Assurance organization delivers worldclass service experiences to customers across
our Additive Manufacturing portfolio. We are seeking a highly motivated Customer Assurance Support
Engineer to lead the resolution of the most complex highimpact product and quality escalations.
The CA Support Engineer acts as the technical authority for escalations beyond frontline support
capabilities driving root cause identification corrective actions and prevention strategies while influencing
upstream improvements across NPI documentation training and support models (shiftleft).

Responsibilities
Escalation Ownership & Resolution

• Own L4 product and quality escalations endtoend from intake and triage through rootcause mitigation corrective actions and formal closure.
• Lead resolution of highseverity highcomplexity cases including multicustomer impactsystemic failures quality deviations safety or compliance risks.
• Define and drive technical action plans in collaboration with R&D Quality Services andsuppliers ensuring timely and highquality outcomes.
• Act as the final technical authority for escalation closure criteria and validation.

CrossFunctional Leadership

• Orchestrate crossfunctional teams (R&D PQ CPS Operations PM) without direct authority to align priorities resources and execution.
• Facilitate structured technical discussions ensuring datadriven decisionmaking and clear accountability.
• Represent CA and L4 engineering in escalation forums stability reviews and executive updates when required.

Continuous Improvement & ShiftLeft

• Identify patterns and systemic issues across escalations translating field learnings into improvement initiatives.
• Feed structured insights into NPI serviceability documentation training tooling and support processes.
• Actively contribute to shiftleft strategies reducing recurrence L4 volume and timetofix.
• Support definition and tracking of quality and escalation KPIs (e.g. MTTR recurrence L4 ratio).

Knowledge & Capability Building

• Generate and maintain structured technical documentation including RCA summaries best practices and escalation playbooks.
• Mentor L3 engineers and other CA team members on advanced troubleshooting escalation handling and systems thinking.
• Support onboarding and technical enablement of new products platforms and regions as required.

Scope & Interfaces

• Global scope across regions (EMEA AMS APJ).
• Interfaces with: Customer Assurance Services Engineering R&D Quality Operations Product Management Supply Chain and external partners.
• Works primarily on systemic qualitydriven escalations not routine service cases.

Education & Experience

• Bachelors or Masters degree in Engineering (Mechanical Electrical Materials Software or similar).
• 5-8 years in Product Support Customer Assurance Field Service Engineering or related technical roles.
• Experience working with complex electromechanical systems; Additive Manufacturing experience is a plus
• Demonstrated success leading crossfunctional initiatives and technical escalations.

Knowledge & Skills

• Strong system-level troubleshooting and root-cause analysis skills.
• Excellent written and verbal communication ability including executive-level updates.
• Ability to influence across organizations without formal authority.
• Familiarity with Jira CRM systems data analysis tools and structured reporting methods.
• Understanding of service workflow training development and documentation processes.

What we offer

• A truly international experience: Work in a global organization with colleagues from 60 nationalities collaborating across cultures and geographies.
• Continuous growth & career development: Multiple internal mobility and career opportunities supported by HPs learning platform to keep growing your skills.
• Competitivebenefits package including:
  • Hybrid work model (home office / office) depending on the role/functions
  • Health & Life insurance
  • Ticket Restaurant Vouchers or lunch at reduced prices at our canteen
  • Flexible working hours to support worklife balance
  • HP Flex Program: Kindergarten vouchers & Transport Card
  • Exclusive HP products offers and discounts for employeesfriendsand family

• Inclusion & belonging at the core: Join our global employee networks such as Women Pride Inclusion NextGen Sustainability &DisAbility with opportunities to get involved locally.
• Give back to the community: Participate in volunteering initiatives or join our annual HP Charity Day held onsite.
• Stay active & energized: Access our sports center (indoor & outdoor) with 25 coordinated activities.
• Onsite medical services: Doctor and medical team available for annual checkups nutrition oral hygiene physiotherapy and general health.
• Creativity & innovation: Enjoy our Printing Happy Hourfrom photos to large postersandhandsonworkshops using the latest printing technologies from wall covers to 3D printing.
• Easy commuting: Free parking available or excellent access via nearby train services.
• Women Network initiatives: Networking events STEM promotion business acumen talks worklife balance sessions andfutureskillsdevelopment.

F9 Entity

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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 HPsEEO Policy or read about your rights as an applicant under the law here: Know Your Rights: Workplace Discrimination is Illegal