Lead AM Escalation Engineer | Customer Assurance

Hewlett Packard Enterprise; Barcelona; Híbrido; EUR 55.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Health & Life insurance

Ticket Restaurant Vouchers or lunch at

Flexible working hours

HP Flex Program: Kindergarten vouchers

Exclusive HP products offers and-dis

Descripción de la vacante

Hewlett Packard Enterprise is seeking a highly motivated Additive Manufacturing Customer Assurance Support Engineer in Sant Cugat del Vallès, Barcelona. You will own L4 product and quality escalations, driving root-cause analysis and corrective actions with cross-functional teams.

The role emphasizes shifting left, collaboration with R&D, Quality, Services, and external partners, and delivering timely, high-quality outcomes across regions (EMEA, AMS, APJ).

Formación

• Bachelor’s or Master’s 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 with complex electromechanical systems; Additive Manufacturing experience is a plus.
• Demonstrated success leading cross-functional initiatives and technical escalations.

Responsabilidades

• Escalation Ownership & Resolution: Own L4 product and quality escalations end-to-end, from intake and triage through root cause, mitigation, corrective actions and formal closure.
• Lead resolution of high-severity, high-complexity cases, including multi-customer impact, systemic failures, quality deviations, safety or compliance risks.
• Define and drive technical action plans in collaboration with R&D, Quality, Services and suppliers, ensuring timely and high-quality outcomes.
• Act as the final technical authority for escalation closure criteria and validation.
• Cross-Functional Leadership: Orchestrate cross-functional teams (R&D, PQ, CPS, Operations, PM) without direct authority to align priorities, resources and execution.
• Facilitate structured technical discussions, ensuring data-driven decision-making and clear accountability.
• Represent CA and L4 engineering in escalation forums, stability reviews and executive updates when required.
• Continuous Improvement & Shift-Left: 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 shift-left strategies, reducing recurrence, L4 volume and time-to-fix.

Conocimientos

System-level troubleshooting

Root-cause analysis

Executive communication

Cross-functional leadership

Jira

CRM systems

Data analysis

Structured reporting

Influence without authority

Educación

Bachelor’s or Master’s degree in Engineering

Herramientas

Jira

CRM systems

Data analysis tools

Descripción del empleo

Hewlett Packard Enterprise is seeking a highly motivated Additive Manufacturing Customer Assurance Support Engineer in Sant Cugat del Vallès, Barcelona. You will own L4 product and quality escalations, driving root-cause analysis and corrective actions with cross-functional teams.

The role emphasizes shifting left, collaboration with R&D, Quality, Services, and external partners, and delivering timely, high-quality outcomes across regions (EMEA, AMS, APJ).