About this role
Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.
Customer Support & Technical Service
Troubleshoot 3D printing hardware issues via phone and email for customers and partnersPerform on-site diagnostics, preventative maintenance, and break-fix repairsEnsure timely and complete resolution of technical issues, with a focus on single-visit successOn-Site Engagement & Training
Travel to customer locations (primarily Minnesota, Wisconsin, and Iowa, but not limited to) to deliver servicesProvide in-person onboarding and training for Premium Hardware Service customersMaintain a high level of professionalism and customer experience during all on-site interactionsTravel & Field Operations
Travel up to 100% as needed (average estimated at 30–50%)Utilize personal transportation for travel (mileage reimbursement provided)Manage scheduling of preventative maintenance visits and service appointmentsDocumentation & Communication
Accurately document all service activities and on-site visitsCommunicate key findings and customer insights to Sales Account Managers and Customer Success Managers to support account growth and retentionCollaborate cross-functionally with Customer Fulfillment, Sales, and Sustaining Engineering teams to resolve customer issues efficientlyInventory & Preparedness
Maintain and manage inventory of tools, spare parts, and service equipmentEnsure readiness for all on-site visits with appropriate materials and resourcesProblem Solving & Adaptability
Respond effectively to unexpected challenges in the fieldMake real-time decisions to maintain service quality and customer satisfactionIdentify opportunities to improve processes and customer outcomesPerform other duties as assigned based on evolving business needs An equivalent combination of education, training and experience will be considered.
Education & Experience
Bachelor’s degree preferred; equivalent combination of education and experience will be considered2+ years of relevant technical or field service experience preferredExperience with Additive Manufacturing IndustryTechnical & Professional Skills
Strong troubleshooting and problem-solving abilitiesAbility to quickly learn and adapt to new technologies and hardware systemsProficiency in documenting service activities and managing schedulesCustomer & Communication Skills
Must have excellent verbal and written communication skillsStrong interpersonal and customer relationship skillsAbility to effectively train and engage customers in personCore Competencies
High attention to detail and strong organizational skillsSelf-motivated with the ability to take initiativeResults-oriented with a focus on customer successAdaptable and able to perform effectively in dynamic environmentsAbility to manage stress and maintain composure under pressure. COMPENSATION
Base Annual Salary is $60 K for this salaried, exempt Full-Time hybrid positionEligible for up to 5% variable payBENEFITS
Medical insuranceEmployer Paid Short Term DisabilityFlexible PTO (take as you need, no accrual)Vision insuranceDental Insurance401(k) Plan with Employer matchBasic Life, AD&D, and Disability InsuranceEmployee Assistance ProgramPaid HolidaysWork Environment
Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
Ability to work in a remote environment or in-office.Exposed to moderate noise levels.PHYSICAL ABILITIES
Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Light sedentary office work.Ability to stand for long periods of timeAbility to travel around 25-50% of the time via ground or air transportation
NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.
NOTE TO COLORADO RESIDENTS: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or date of school attendance or graduation. You will not be penalized for redacting or removing this information.
EEO Statement: EAC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws.