T4 Focal Point

Description -

The T4 Focal Point is responsible for managing and driving the resolution of complex technical escalations for HP Indigo presses. In this role, you will serve as the technical focal point between customers, regional support, engineering, and R&D— leading investigations, defining mitigation plans, and translating field insights into measurable actions and roadmap improvements.

The position requires strong technical understanding, excellent communication skills, and the ability to work under pressure.

 

Key Responsibilities

 

• Lead and manage Tier-4 technical escalations related to HP Indigo presses.
• Act as the technical escalation focal point for critical, complex, and highly technical customer issues—driving investigation, root-cause analysis, mitigation, and resolution.
• Perform deep technical analysis of complex technical issues (hardware, software, process).
• Drive root cause analysis (RCA) and ensure corrective actions are implemented.
• Track issue progress and ensure timely resolution with minimal customer impact.
• Facilitate collaboration between regional service, RnD, and product teams
• Lead technical review meetings and escalation calls.
• Ensure clear communication and alignment between stakeholders.
• Develop and maintain knowledge assets (documentation, solution guides, troubleshooting tools) and enable regional/support teams through training and knowledge transfer.
• Contribute to continuous improvement of support processes.
• Provide guidance during onsite troubleshooting or remote diagnostics.

 

Required Skills & Qualifications

 

•  5+ years of experience in technical escalation management, customer escalation engineering, field support engineering, or similar customer-facing technical roles in a complex product environment.
• Proven ability to investigate and resolve high-severity issues, including structured root-cause analysis and data-driven decision making.
• Strong understanding and hands-on experience with HP Indigo presses and digital printing technology.
  • Experience with HP Indigo Series 3, 4 & 5 web presses - Must
  • Experience with HP Indigo V12 Press – Advantage
• Ability to analysis complex multidisciplinary systems, identifying root cause and providing workaround solutions
• Ability to analysis error logs, trace files, debug files, read technical drawings and reproduction of technical incidents
• Excellent problem-solving and analytical thinking.
• Ability to work under pressure and manage multiple escalations simultaneously.
• Strong communication both (customers facing and interpersonal) skills
• Strong cross-functional leadership skills with experience coordinating global teams (Engineering, R&D, Marketing/Business, Support).
• Ability to lead technical discussions with senior engineers and global service teams.
• Fluent in English (reading, writing, speaking) – must.
• Travel abroad – up to 20%

Job -

Engineering

Schedule -

Full time

Shift -

No shift premium (Israel)

Travel -

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"