§ The Customer Support Engineer (CSE) ensures optimum operational performance for hardware related to 3D Printers installed at the
customers’ site.
§ They deliver technical service to customers including installation, basic user training, relocation, repair and preventative maintenance.
§ CSE are the personnel in front of customer more than anyone else in the company and are therefore full time ambassadors for the company
§ Understands how the customer uses the product
§ Repairs customer equipment
§ Knows unique customer requirements
§ Understands the cost of system failure to thecustomer
§ Knows proper customer etiquette
§ Proper attire
§ Professional customer communication skills
§ Protocol for office, lab, manufacturing environments
§ Proper site visit exit communication
§ Understanding of unique customer configuration – materials and software used
§ Awareness of customer’s expertise, capability and willingness to do self-maintenance
§ Performs preventive maintenance as directed by Service Manager
§ Understands and can explain the value of upgrades to the customer
§ Understands the full portfolio and can articulate the benefits of different material offerings
Requirements:
A higher technical degree or suitable field/industry experience is required
Experience
Five years’ related experience (Field – Service )
In addition to native language, fluent in English.
§ Proficient in troubleshooting, configuration, installation and repair of electronic systems and computers, as well as a solid mechanical aptitude
§ Windows experience mandatory
§ Solid knowledge of electro/mechanical devicev repair with attention to detail
§ Requires skills in organization, problem solving, and customer relations
§ Ability to speak effectively before customers and act in an advisory capacity
§ Requires exceptional interpersonal and communication skills in the business environment and a commitment to professionally
represent the company with its customers
§ Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
§ Ability to work effectively and efficiently under tight deadlines with multiple interruptions
§ Ability to read and interpret documents such as electrical wiring diagrams, safety rules, operating and maintenance instructions and
procedure manuals
§ Travel required; valid driver’s license and clean driving record
§ Travel as required around EMEA – India – Russia
