Robotics Customer Support Technician St. Louis

The Customer Support Engineer will be a member of the Desktop Metal Customer Support department. You will be a primary point of contact and interface for all technical aspects between Desktop Metal HQ and the world-wide market. You will provide high-level 1st tier technical and on-site support for all Desktop Metal Viridis3D systems and Powder Bed Products. You will ensure customer satisfaction, resellers’ success, and reseller education. You will assist in the launch of new products. You will provide field feedback to drive product development, ongoing troubleshooting, and technical support, remote and on-site. You will provide R&D, Engineering, and SW teams with feedback to improve Desktop Metal products continuously.

Responsibilities Include:

• Leading Desktop Metal’s technical support on-site on both Desktop Metal machines and SW.
• Utilizing excellent customer service skills and exceed customers’ expectations
• Providing 1st tier remote technical support
• Training customers on-site and ensure knowledge and product competence 
• Leading escalated cases
• Serving as the main point of contact and interface for all technical aspects between Desktop Metal, HQ, and the customer site.
• Running beta test installations and feedback acquisition
• Ensuring implementation of Engineering/Field Change Orders
• Install products on-site at customers, including testing, tune-up, and final configuration
• Identifying HW, SW, and AE problems and report back to Desktop Metal to increase systems reliability
• Providing periodic reports of the region 
• Assisting technical writers localizing service and configuration documentation  
• Other projects as assigned

Basic Qualifications:

• ABB Robotics experience
• Five years experience in customer support in a technical role
• Ability to resolve complex issues in creative, efficient, and practical ways
• Excellent written and oral communication skills
• Experience in 3D printing or advanced manufacturing preferred
• Self-motivated and team player
• Able to work independently in stressful situations
• Able to be flexible in a dynamic and fast-growing environment
• Up to 50% travel required 
• Residence based in the Phoenix area

Preferred Skills:

• BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
• Experience with Powder Bed Fusion / Binder Jetting metal additive manufacturing
• Customer Success focused
• Able to organize and prioritize workload