Technical Support Engineer-Hardware (010-14)

Req Code: 
010-14
Category: 
Field Service
Job Location: 
Andover, MA
Job Summary: 

The Technical Support Engineer delivers technical support through phone, email and/or remote diagnosis to customers including installation, repair and preventative maintenance for 3D printers.  He/she optimizes system performance to minimize equipment downtime and ensures maximum overall customer satisfaction.

Responsibilities: 
  • Understand how the customer uses the 3D printers
  • Identify issues, understand root cause and correct repair on customer's 3D printers
  • Know proper customer etiquette when interacting with customer via phone
  • Possess deep technical skills of the platform being serviced
  • Understanding of unique platform configuration – electronics, hardware, software and materials
  • Aware of customer’s expertise, capability and contractual obligations
  • Understand the value of the customers’ total business to 3D Systems
  • Understand and can explain the value of upgrades to customer
  • Maintain and update Bills of Materials (BOM) for FRUs and tool kits  
  • Daily priorities are established by supervisor, however, employee is expected to evaluate and respond to new situations which require immediate attention
Qualifications: 

Education & Training:
AA degree or Military rating such as Naval ET, FC or FT

Experience:
1-2 years of related technical experience

Knowledge, Skills & Abilities:

  • Solid knowledge of remote support tools, TCP/IP protocol, computer science, oral and written communications
  • Solid skills in Microsoft Office and diagnostic troubleshooting skills
  • Past customer support/service a must; field repair experience is a benefit 
  • Basic networking skill is a positive