Field Software Quality Lead PWP
Description -Role Summary
The Software Quality Lead in PageWide Industrial (PWP/PWI) drives a closed-loop quality system that turns field issues and operational signals into prioritized actions with R&D and Services, improving long-term customer experience (not just reporting).
Key Responsibilities
- Own SW field issue capture & resolution process: ensure the right workflows exist and are followed to capture/resolve FW/SW field issues.
- Daily analytics & Paretos: publish daily trend views and Pareto breakdowns that identify top drivers and guide focus.
- Quality metrics & dashboards: deliver and maintain a SW quality dashboard used for field and release qualification; track convergence/health of SW issues.
- R&D improvement plans: convert top Pareto drivers into an owned backlog (investigation → fix plan → validation → verified reduction).
- Proactive rules (CX prevention): define and deploy proactive monitoring rules/signals to detect issues earlier and reduce customer impact/cases.
- Problem/Case management alignment: operate within established PWP support/problem practices and update cadence for high-priority items.
Required Skills
- Data-driven quality analytics: ability to create daily trend analysis, Paretos, and actionable insights from field/operational data.
- Dashboarding & reporting: experience delivering quality dashboards and using metrics/thresholds to communicate release/field health.
- Automation mindset: ability to help automate recurring quality reports/visuals and evolve dashboards (e.g., scripts → dashboard integration).
- Cross-functional influence: strong collaboration skills to drive alignment between field/support organizations and R&D on priorities and execution.
- Process ownership: ability to define, enforce, and improve end-to-end quality workflows for capturing and resolving field issues.
- Customer-focus & judgement: ability to pursue proactive investigations while managing communication risk (avoid premature customer impact before a solution exists).
Required Qualifications
- Bachelor's Engineering degree, preferable computer science, with at least 6+ years of experience in Support organizations
- Strong hands-on troubleshooting background across compute platforms + networking + hardware/electronics-adjacent systems in production environments.
- Exposure to reliability engineering, problem management, and operational excellence methods (Pareto, 5-Why, fault tree, etc.).
- Ability to perform structured debug: hypothesis → evidence gathering → isolation → mitigation → prevention.
- Experience working escalations and coordinating across multiple teams under time pressure.
- Excellent written/verbal communication; ability to produce customer-ready summaries and internal technical notes.
Preferred Qualifications
- Experience with industrial equipment, printing systems, or complex electromechanical platforms.
- Familiarity with Tiered support models and escalation/task workflows (ServiceNow-style task elevation and closure discipline).
The pay range for this role is $130,700 to $205,200 USD annually with additional
opportunities for pay in the form of bonus and/or equity (applies to United
States of America candidates only). Pay varies by work location, job-related
knowledge, skills, and experience.
Benefits:
HP offers a comprehensive benefits package for this position, including:
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including;
- 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave (US benefits overview [https://hpbenefits.ce.alight.com/])
The compensation and benefits information is accurate as of the date of this
posting. The Company reserves the right to modify this information at any time,
with or without notice, subject to applicable law.
Job -Software
Schedule -Full time
Shift -No shift premium (United States of America)
Travel -Relocation -
