Customer Support Engineer, Desktop Metal
3D printing technology company
Job no longer available
3D printing technology company
201-500 employees
Job no longer available
201-500 employees
Company mission
To deliver 3D printing and bio fabrication solutions to drive the advancement of personal healthcare.
Role
Who you are
- Three 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
Desirable
- 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
What the job involves
- As the Customer Service Engineer in the Mid-West 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
- Provide high-level 2nd tier technical and on-site support for EnvisionTec BioPlotter as well as other 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
- Providing support to our customers on the EnvisionTec BioPlotter, and other assigned systems
- Utilizing excellent customer service skills to 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 customers
- Training customers on-site and ensure knowledge and product competence
- Leading with the reseller’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 periodic reports of the region
- Sales support before machine sales or shipment
- Assisting technical writers localizing service and configuration documentation
- Other projects as assigned
Our take
The additive manufacturing (AM) industry is continually growing with the demand for mass-production applications constantly rising. With significant advancements in AM, many innovative companies are adopting the potential it holds in revolutionizing the way manufactured goods are produced.
Desktop Metal is a 3D printing technology company that specializes in the development and manufacturing of metal 3D printers for use in various industries. Leaders in its field, Desktop Metal is driving the way for the future of AM through its 3D printing methods, with manufacturers worldwide utilizing the company's technology in order to save money and reduce waste.
Desktop Metal has received many awards and accolades for its innovative technology, most notably being named in Time Magazine's list of 100 Best Inventions of 2020 for its FiberTM printer. Along with several acquisitions under the company's belt and a global base of customers, Desktop Metal itself was subject to an acquisition by Nano Dimension in 2024. This will consolidate both companies as a unified global leader in additive manufacturing.
Steph
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$195m
SERIES F
Sep 2020
$100m
SERIES E
Total funding: $492.8m
Company HQ
Burlington, MA
Leadership
Ric Fulop
(CEO & Co-Founder)Founder of 6 companies, including A123 Systems, Boston's largest IPO in the past decade. Also worked as a General Partner at North Bridge following a fifteen-year career as an entrepreneur.
Jonah Myerberg
(CTO & Co-Founder)Previously held senior positions at a variety of organizations that focused on high performance battery development, including Renovo Auto and Boston Impact, which he founded.
A. John Hart
(Co-Founder)Currently serves as and Associate Professor of Mechanical Engineering at MIT. They have received numerous awards in recognition of their accomplishments in research and teaching.
Christopher Schuh
(Co-Founder)Currently serves as the Deputy Head and the Danae and Vasilis Salapatas Professor of Metallurgy in the departments of materials science and engineering at MIT.
Yet-Ming Chiang
(Co-Founder)Currently the Kyocera Professor in the department of materials science and engineering at MIT. Also, a serial entrepreneur having co-founded multiple organizations, including AMSC, A123 Systems, and 24M Technologies.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job