Customer Support Specialist – Desktop Metal main office at Burlington, MA

Desktop Metal is revolutionizing 3D printing of metal parts. Our system’s robust build processes create complex parts beautifully at a price attainable by any design and manufacturing team and can be used within an office environment. We are seeking a talented and self-motivated Customer Support Specialist to join our expanding team: Provide sales partners technical and on-site support for all Desktop Metal product lines. Ensure customer satisfaction, sales partner success, and knowledge. Assist in the launch of new products. Ongoing troubleshooting and technical support, remote and on-site at sales partners. Provide R&D, Engineering, and Software teams feedback to continuously improve Desktop Metal Products.

Responsibilities:

• Assisting technical writers in creating service and configuration documentation
• Providing remote technical support to sales partner’s engineers
• Identifying training requirements to increase field engineers’ proficiency
• 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
• Other projects as assigned
• Up to 30% travel required

Basic Qualifications:

• Ability to understand customer situations and build relationship and trust
• 2 years’ experience in customer support in a technical role
• Ability to resolve complex issues in efficient and effective ways
• Excellent written and oral communication skills
• Experience in 3D printing or advanced manufacturing
• Self-motivated and team player
• Able to work independently under stressful situations and prioritize assignments
• BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
• Experience with ERP systems such as SalesForce or Infor
• Proficient with MS office

Preferred Skills:

• Experience with Powder Bed Fusion / Binder Jetting metal additive manufacturing
• Able to organize and prioritize workload
• Knowledge of German, Spanish, Mandarin or Japanese