Customer Support Engineer - Chicago, United States - Desktop Metal

Description

**Customer Support Engineer - Chicago, IL**

at Desktop Metal Chicago, IL Desktop Metal (NYSE: DM) is pioneering a new generation of additive manufacturing technologies focused on the production of end-use parts. We offer a portfolio of integrated additive manufacturing solutions for engineers, designers and manufacturers comprised of hardware, software, materials and services. Our solutions span use cases across the product life cycle, from product development to mass production and aftermarket operations, and they address an array of industries, including automotive, aerospace, healthcare, consumer products, heavy industry, machine design and research and development. At Desktop Metal, we believe additive manufacturing, commonly referred to as 3D printing, is one of the most exciting and transformational technology innovations of our time.

Desktop Metal is expanding its activities in the United States and hiring highly talented employees in their field of expertise. As the Customer Support Engineer in the East and a team member of the Desktop Metal Customer Support department, you will be a primary point of contact and interface for all technical aspects between Desktop Metal, HQ, and the North American market.

The Customer Support Engineer will provide high-level 2nd tier technical and on-site support for all Desktop Metal product lines. Ensure customer satisfaction, resellers success, and reseller 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 improve Desktop Metal Products continuously.

**Responsibilities:**

Providing support to our resellers and customers on both Desktop Metal machines and SW

Utilizing excellent customer service skills and exceed customers expectations

Visiting high profile customers

Providing 2nd tier remote technical support to resellers engineers

Conducting conference calls and webinars with dealers technical staff

Conducting technical training on-site for resellers engineers

Mentoring resellers engineers and annual recertification on-site test

Training customers on-site and ensure knowledge and product competence

Leading with the resellers 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 periodic reports of the region

Sales support before machine sales or shipment

Assisting technical writers localizing service and configuration documentation

Other projects as assigned

**Basic Qualifications:**

Five years of 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 in stressful situations

Able to be flexible in a dynamic and fast-growing environment

Fluent in English

Up to 75% 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

At Desktop Metal, innovation is at the core of our DNA. And we believe ground-breaking discoveries are born from diverse teams with unique backgrounds and experiences. We are committed to employing a diverse workforce with equal employment opportunities regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, marital status, veteran status, or disability.

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As set forth in Desktop Metals Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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