We are expanding its activities in the United States and hiring highly talented employees in their field of expertise. As a Customer Service Engineer in the Mid-West and a team member of the Desktop Metal Customer Support department, ExOne division, you will be a primary point of contact and interface for all technical aspects between Desktop Metal, HQ, and the North American market.
Responsibilities include, but are not limited to, the following:
- Perform duties and tasks related to maintenance and repair of customer machines and related equipment.
- Respond to customer inquiries, complaints, or requests regarding the operation of equipment.
- Travel to customer locations to troubleshoot problems.
- Diagnose problems and develop a plan for repair or correction.
- Evaluate resources needed and assess materials and time for completion of the project.
- Identify training requirements to increase field engineers’ proficiency
- Install products on-site at customers, including testing, tune-up, and final configuration
- Notify the Service Manager for resolution of issues outside the scope of field personnel.
- Perform initial start-up, configuration, and test of machines.
- Order components, as may be required, and repair or replace defective/malfunctioning parts.
- Coordinate with the Service Manager regarding warranties and liabilities per each machine and service call.
- Submit receipts, documentation, and information pursuant to any service visit promptly.
- Instruction and training of customers in machine operation.
- Visit high-profile customers
- Train customers on-site and ensure knowledge and product competence
- Identify HW, SW problems and report back to Desktop Metal to increase systems reliability
- Assist technical writers in localizing service and configuration documentation
- Ensure implementation of Engineering Field Change Orders
- Provide periodic reports of the region
- Able to work independently in stressful situations
- Able to be flexible in a dynamic and fast-growing environment
- Other projects as assigned
Minimum Requirements:
- Technical degree preferred.
- Three to five years experience in field service.
- Experience in 3D printing or advanced manufacturing is preferred
- Self-motivated and team player
- Capable of reading various mechanical, engineering, wiring diagrams, prints and schematics.
- Self-starter and able to perform work with little supervision.
- Frequent travel is required, at least 75% of the time.
- Demonstrated competence in the use of a computer.
- Ability to resolve complex issues in creative, efficient, and effective ways
- Excellent written and oral communication skills
Preferred Skills:
- BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
- Experience with Powder Bed Fusion / Binder Jetting additive manufacturing
- Spanish as a second language is a plus.
Physical Requirements:
- Walk, stand, stoop, and reach regularly and sitting for extended periods of time.
- Ability to maneuver within heavy machinery and manufacturing environment.
- Manual dexterity and mobility to perform maintenance and computer operation for extended periods of time.
- Clear speech suitable for interpersonal as well as telephone communications.
- Visual acuity to perform all duties as described plus, accurate color and depth perception essential.
- Physical and mental capability to handle multiple task and deadline requirements.
- Agility to climb/crawl over and around large machinery in various types of manufacturing environments.