Customer Account Representative

JOB SUMMARY

• This position reports to the Customer Success Director.
• Customer Account Representatives (CARs) are the main point of contact between existing customers and AON3D.
• As such, CARs are assigned a dedicated list of customers which receive priority support depending on their Success Plan membership. 
• Employees in this position need to have strong social and communication skills by phone, email and in person for occasional customer visits.
• Forming a personal bond with a customer is key to ensuring that they feel they are in good hands and that their needs are being attended to.

RESPONSIBILTIES

• Ownership of specific customer accounts (Success Plan) to be single point of contact for customers at AON3D.
• Act as liaison with Hardware & Software Engineering, Sales, Procurement, Warehouse, and Accounting.
• Customer interface as Level 1 support (generalist) through calls or ticketing tool. This includes:
Basic machine operation. Ex: Printer Setup, calibration, dual toolhead prints
Machine technical issues. Ex: troubleshooting problems, preventive or corrective maintenance
Print process questions Ex: material recommendation and compatibility, material handling, optimization of material properties and aesthetics
• Sell and manage orders for aftermarket products (spares, consumables and filaments) and services (Plans, Training, Consulting).
• Manage warranty or commercial support programs in support of customer requests.
• Must be able to travel occasionally on-site (primarily Canada and US) for customer visits.
• Possibility to balance office and remote work.

QUALIFICATIONS

• Mandatory : Formal education in electro-mechanical as technician or Engineer.
• Excellent verbal and written communication skills in English; ability to simplify complex topics for customers.
• Prior work experience in a technical environment (5+ years) and a customer-facing role.

NICE TO HAVES

• Knowledge of 3D printing and additive manufacturing, specifically within the realm of FFF/MEX/FDM processes.
• Expertise in electro-mechanical troubleshooting of complex machines or systems.
• Bilingual (French/English)
• Knowledge of systems or tools: Hubspot (CRM), Odoo (ERP), Jira, 3D Slicing Software