Desktop Support Manager jobs in the United States

We are expanding its activities in the United States and hiring highly talented employees in their field of expertise. As the Customer Service Engineer in the Mid-West and a team 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 North American market.

Provide high-level 2nd tier technical and on-site support for EnvisionTec BioPlotter as well as other Desktop Metal product lines. Ensure customer satisfaction, resellers’ success, and reseller education. Assist in the launch of new products. Provide field feedback to drive product development, ongoing troubleshooting, and technical support, remote and on-site. Provide R&D, Engineering, and SW teams feedback to improve Desktop Metal Products continuously.

 Responsibilities:

• Providing support to our customers on the EnvisionTec BioPlotter, and other assigned systems
• Utilizing excellent customer service skills to exceed customers’ expectations
• Visiting high profile customers
• Providing 2nd tier remote technical support to resellers engineers
• Conducting conference calls and webinars with dealers’ technical staff
• Conducting technical training on-site for customers
• Training customers on-site and ensure knowledge and product competence         
• Leading with the reseller’s engineers escalated cases
• Running beta test installations and feedback acquisition
• Ensuring implementation of Engineering/Field Change Orders
• Identifying training requirements to increase field engineers’ proficiency
• 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 
• Sales support before machine sales or shipment
• Assisting technical writers localizing service and configuration documentation  
• Other projects as assigned

Basic Qualifications:

• Three years of experience in customer support in a technical role
• Ability to resolve complex issues in creative, efficient, and effective 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
• Fluent in English
• Up to 75% travel required

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