Customer Support Engineer - Pittsburgh, United States - Desktop Metal
Description
**Customer Support Engineer - Pittsburgh, PA**
at Desktop Metal Pittsburgh, PA 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.
**Voluntary Self-Identification**
For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
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.
Gender Gender Gender
Please identify your race Please identify your race Please identify your race
If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:
A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.
A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order
Veteran Status Veteran Status Veteran Status
Form CC-305
OMB Control Number
Expires 05/31/2023
**Voluntary Self-Identification of Disability**
We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.
Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labors Office of Federal Contract Compliance Programs (OFCCP) website at .
You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.
Disabilities include, but are not limited to:
Autism
Autoimmune disorder, for