Robotics Customer Support Technician St. Louis
Posted on 1/12/2023
Desktop Metal

201-500 employees

3D metal printing solutions
St. Louis, MO, USA
Experience Level
Desired Skills
Customer Service
Customer Success & Support
  • ABB Robotics experience
  • Five years experience in customer support in a technical role
  • Ability to resolve complex issues in creative, efficient, and practical 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
  • Up to 50% travel required
  • Residence based in the Phoenix area
  • Leading Desktop Metal's technical support on-site on both Desktop Metal machines and SW
  • Utilizing excellent customer service skills and exceed customers' expectations
  • Providing 1st tier remote technical support
  • Training customers on-site and ensure knowledge and product competence
  • Leading escalated cases
  • Serving as the main point of contact and interface for all technical aspects between Desktop Metal, HQ, and the customer site
  • Running beta test installations and feedback acquisition
  • Ensuring implementation of Engineering/Field Change Orders
  • 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
  • Assisting technical writers localizing service and configuration documentation
  • Other projects as assigned
Desired Qualifications
  • 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