• Job Description

  Req#: 3125517
  HP 3D Printing Field Service Engineer

  Description -

  Applies HP 3D MultiJet Fusion (MJF) printing and manufacturing advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as a Subject Matter Expert in providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to channel partners and customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives.

  Responsibilities:

  • Perform HP 3D MJF printing solution onsite installation, training and break-fix repair with in-depth HP 3D product, technical and troubleshooting knowledge.

  • Improve customer satisfaction by applying effective installation, technical and troubleshooting skills and by delivering best-in-class customer service skills.

  • Integrate technical knowledge, operational and business understanding to create and apply solutions for the customers.

  • Identify gaps in product usage and maintenance and printing workflow and be proactive in delivering training and/or tips and tricks, and sharing latest product updates to customers for product stability, uptime and quality of printed parts.

  • Feedback and work closely with service manager and competency center lead to achieve best-in-class customer experience, product stability and productivity, and effective support cost structure and profitability.

  • Continuously identify customer, technical and process improvement areas and provide feedback, share best-practice and/or recommendation to service manager, competency center lead and team for customer, product, process and cost improvement.

  • Constantly learn, embrace and stay current in the product and troubleshooting updates and effectively apply latest knowledge during installation and break-fix repair.

  • Identify potential customer complaint and product failure and risk, and be proactive to alert and escalate matter to management for attention, advise and follow-up.

  • Resolve technical incidents independently and collaborate and support team members to apply action plan and solution to resolve complex incidents or customer escalations.

  Education and Experience Required:

  • First level university degree in electrical or mechanical engineering, or equivalent experience; may have advanced university degree.

  • 5 or more years of experience in an industrial service operation/function (ideally in 3D Additive Manufacturing and/or industrial printing) and knowledge in powder-based technology is preferred.

  • Advanced analytical and problem-solving skills and able to comprehend, articulate and discuss in-depth product and technology related matters.

  • Experience in customer support organization, remote and on-site support with customer and channel partner relationship.

  Knowledge and Skills:

  • Strong customer service, communication and negotiation skills.

  • Ability to adapt and work in a fast-changing environment and work well under pressure.

  • Flexibility to change and the ability to response and work in an after office-hour environment, on an ad hoc and customer need basis.

  • Highly independent professional and a self-starter.

  • Fluency with English: written and verbal communication skills.

  • Must be self-motivated and be able to work with minimal supervision.

  Job -

  Services

  Schedule -

  Full time

  Shift -

  No shift premium (India)

  Travel -

  50%

  Relocation -

  No

  EEO Tagline -

  HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.

• About the company

  1476929 HP Inc. It was formed on November 1, 2015, renamed from the personal computer and printer divisions of the original Hewlett-Packard Company, with that company's enterprise product and business services divisions becoming Hewlett Packard Enterpr...

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