Customer Support Engineer (008-14)

Req Code: 
008-14
Category: 
Field Service
Job Location: 
Dayton, OH
Job Summary: 

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, relocation, repair and preventative maintenance.

Responsibilities: 
  • Customer Skills:
    • Understands how the customer uses the product
    • Repairs customer equipment
    • Knows unique customer requirements
    • Understands the cost of system failure to the customer
    • Knows proper customer etiquette
    • Proper attire
    • Professional customer communication skills
    • Protocol for office, lab, manufacturing environments
    • Proper site visit exit communication
  • Product skills: 
    • 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 the value of the customers’ total business to 3D Systems
    • Understands the value that the CSE brings to the customer
    • Understands warranty and contract status of the customer
    • Understands and can explain the value of upgrades to the customer
    • Understands the full 3D Systems material portfolio and can articulate the benefits of different material offerings
  • Technical Skills:
    • Use of Oscilloscope
    • Multi-meter
    • Laser Power Meters
    • Vacuum Gauges
Qualifications: 

Education Training:
High school required; AA degree from a technical school preferred

Experience:
Three years' related experience

Knowledge, Skills & Abilities:

  • 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 device 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 3D Systems 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 safety rules, operating and maintenance instructions and procedure manuals
  • Travel required; valid driver’s license and clean driving record
 
Additional Skills: 

Do the following on a frequent basis: climb, balance, stoop, kneel, crouch, reach, sit and talk. Tasks can include using equipment, which requires working with electrical hazards, high-power lasers and photo-polymer resins, which, if handled incorrectly, can cause health hazards/injuries.  Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.