HP Additive Manufacturing Customer Assurance Product Manager Job Summary
HP's AM Customer Assurance organization delivers world-class service experiences to customers across our Additive Manufacturing portfolio. We are seeking a highly motivated Product Support Manager (PSM) to drive global support strategy and ensure products meet the highest standards of quality, reliability, and customer satisfaction.
Responsibilities Service Strategy & Product Readiness
* Lead the definition and deployment of global support strategies for HP's Additive Manufacturing product lines.
* Drive service readiness for new product introductions, ensuring diagnostics, documentation, service kits, training, and support processes are fully prepared for launch.
* Partner closely with R&D and Product Management to influence design for serviceability and customer experience.
Customer Feedback
* Serve as the global focal point for high-complexity customer escalations, coordinating cross-functional resources to drive rapid root‑cause identification and resolution.
* Assess customer impact for top offenders, establish containment plans, and lead communication to internal and external stakeholders.
* Ensure robust feedback loops into engineering through structured Voice‑of‑the‑Customer (VOC) mechanisms.
Continuous Improvement & Fleet Health
* Monitor fleet performance, identify systemic issues, and drive corrective actions that improve reliability and cost‑to‑serve metrics.
* Lead deployment of firmware, software, and hardware updates; ensure implementation plans, training, and communication materials are aligned globally.
* Consolidate and standardize support processes across regions to improve efficiency and service quality.
Cross‑Functional Collaboration
* Act as a trusted partner to global Service teams, Product Category, R&D, Quality, and Supply Chain.
* Support documentation validation, FAQ updates, and training activities for global support organizations.
* Ensure seamless communication of product changes, rework strategies, and service impacts.
Operational Excellence
* Analyze support data to identify trends, failure modes, and opportunities to reduce AIR, diagnostic time, and repeat events.
* Develop structured reporting on escalations, product performance, and VOC insights.
* Support continuous improvement across tools, processes, and customer‑facing content.
Education & Experience
* 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 working with complex electromechanical systems; Additive Manufacturing experience is a plus.
* Demonstrated success leading cross‑functional 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.
GBU Entity
Job - Engineering
Schedule - Full time
Shift - No shift premium (Spain)
Travel - 25%
Relocation - No
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\"
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