Regional Technical Specialist – Mid-West
Regional Technical Specialist – Mid-West, Remote position from Desktop Metal HQ at Burlington, MA
Desktop Metal, based in Burlington, Massachusetts is reinventing the way engineering and manufacturing teams produce metal parts - from prototyping through mass production. Our mission is to advance product innovation with metal 3D printing. Founded in 2015 by leaders in advanced manufacturing, metallurgy, and robotics, the company is addressing the unmet challenges of speed, cost, and quality to make metal 3D printing an essential tool for engineers and manufacturers around the world. Desktop Metal has raised a total of $212 million in financing. Among the company’s investors include GV (formerly Google Ventures), GE Ventures, BMW, Lowe’s, and Techtronic Industries (TTI)
In 2017, Desktop Metal was selected as one of the world’s 30 most promising Technology Pioneers by World Economic Forum; named to MIT Technology Review’s list of 50 Smartest Companies; named by the Boston Globe as one of the Best Places to Work in Boston and recognized among the most important innovations in engineering in Popular Science’s “2017 Best of What’s New.”
As the Mid-West Regional Technical Specialist and a team member of Desktop Metal Customer Support department you will Provide high level 2nd tier technical and on-site support for all Desktop Metal product lines. Ensure customer satisfaction, sales partner success, and education. Assist in the launch of new products. Provide field feedback to drive product development, ongoing troubleshooting and technical support, remote and on-site. Provide R&D, Engineering, and SW teams feedback to continuously improve Desktop Metal Products.
Responsibilities:
- Leading Desktop Metal’s technical support in the region and provide support to the partners and customers on both Desktop Metal machines and SW
- Conducting technical training on-site for sales partner’s engineers
- Mentoring Sale’s partners engineers and annual recertification on-site testing
- Utilizing excellent customer service skills to exceed customers’ expectations
- Training customers on-site and ensure knowledge and product competence
- Assisting technical writers creating service and configuration documentation
- Providing 2nd tier remote technical support to sales partner’s engineers
- Leading with the sales partner’s engineers escalated cases
- Running beta test installations and feedback acquisition
- Ensuring implementation of Engineering/Field Change Orders
- 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
- Providing periodical reports of the region
- Conducting conference calls and webinars with dealers’ technical staff
- Other projects as assigned
Basic Qualifications:
- 5 year’s experience in customer support in a technical role
- Ability to resolve complex issues in creative, efficient, and effective ways
- Excellent written and oral communication skills
- Experience in 3D printing or advanced manufacturing preferred
- Self-motivated and team player
- Able to work independently under stressful situations
- Able to be flexible in a dynamic and fast growing environment
- Up to 50% travel required
Preferred Skills:
- 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
- Knowledge of German, Spanish, Mandarin or Japanese