Description -

Job Summary

This role is responsible for providing advanced hardware technical support for HP PageWide Industrial Presses across the EMEA region. The position serves as the highest technical escalation point within the EMEA PWP Competence Center, working closely with Remote Support Engineers, Field Service Engineers, Customer Assurance (Tier 4), and R&D teams to diagnose and resolve complex technical issues. The role requires strong troubleshooting expertise, excellent customer communication skills, and the ability to manage high-pressure situations while driving timely issue resolution and maintaining customer satisfaction.

Responsibilities

• Acts as the primary Tier 3 hardware escalation point for complex issues affecting HP PageWide Industrial Presses, providing advanced troubleshooting and technical guidance to EMEA Remote Support and Field Service Engineers.

• Collaborates with Customer Assurance (Tier 4), Product Development, and R&D teams to investigate complex product issues, identify root causes, and drive corrective actions through to resolution.

• Develops and executes technical diagnostic plans, analyzes system data, and validates corrective actions to restore press functionality and improve product reliability.

• Provides direct customer-facing technical communication, including explaining troubleshooting processes, test plans, root cause findings, and planned resolution timelines.

• Creates professional technical reports, executive summaries, and customer communications documenting investigations, findings, recommendations, and resolution status.

• Leads critical issue management activities for high-impact customer escalations, coordinating support resources across multiple functions and geographies.

• Supports press installations, upgrades, and major corrective actions by providing advanced technical expertise and escalation support.

• Manages customer expectations during complex technical situations and demonstrates professionalism when handling customer frustration and business-critical downtime events.

• Identifies recurring product issues and works with Customer Assurance and R&D teams to drive long-term product and support process improvements.

• Provides technical mentoring and guidance to Remote Support Engineers and Field Service Engineers, helping build organizational knowledge and troubleshooting capabilities.

Education & Experience Recommended

• Bachelor's Degree in Engineering, Electronics, Mechanical Engineering, Industrial Engineering, Computer Science, or a related technical discipline, or equivalent practical experience.

• Typically 7-10 years of experience in technical support, field service, engineering, industrial printing systems, or related customer-facing technical roles.

• Experience troubleshooting complex electromechanical systems, industrial equipment, digital printing systems, or production environments is highly desirable.

Preferred Certifications

• Technical certifications related to industrial printing systems, electronics, mechanical systems, or troubleshooting methodologies are desirable but not required.

Knowledge & Skills

• HP PageWide Industrial Press Technology

• Hardware Troubleshooting

• Electromechanical Systems

• Root Cause Analysis

• Customer Escalation Management

• Technical Problem Solving

• Failure Analysis

• Industrial Printing Systems

• Technical Report Writing

• Remote Diagnostics

• Product Reliability

• R&D Collaboration

• Field Service Support

• Risk Assessment

• Continuous Improvement

• Cross-Functional Leadership

Cross-Org Skills

• Effective Communication

• Customer Centricity

• Results Orientation

• Learning Agility

• Collaboration & Teamwork

• Leadership Through Influence

• Conflict Resolution

• Decision Making Under Pressure

Impact & Scope

• Impacts the operational performance and customer satisfaction of HP PageWide Industrial Press customers across the EMEA region.

• Provides technical leadership for complex customer escalations and serves as a key interface between field operations, customer support organizations, Customer Assurance, and R&D.

• Contributes directly to product quality improvements, issue resolution effectiveness, and customer retention.

Complexity

• Works on highly complex technical problems involving hardware, software, workflow, and operational interactions where analysis requires evaluation of multiple factors, cross-functional coordination, and independent judgment.

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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 HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"