Customer Support Engineer - NAM - St. Louis

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

Responsibilities include, but are not limited to, the following:

• Perform duties and tasks related to maintenance and repair of customer machines and related equipment.
• Respond to customer inquiries, complaints, or requests regarding the operation of equipment.
• Travel to customer locations to troubleshoot problems.
• Diagnose problems and develop a plan for repair or correction.
• Evaluate resources needed and assess materials and time for completion of the project.
• Identify training requirements to increase field engineers' proficiency
• Install products on-site at customers, including testing, tune-up, and final configuration
• Notify the Service Manager for resolution of issues outside the scope of field personnel.
• Perform initial start-up, configuration, and test of machines.
• Order components, as may be required, and repair or replace defective/malfunctioning parts.
• Coordinate with the Service Manager regarding warranties and liabilities per each machine and service call.
• Submit receipts, documentation, and information pursuant to any service visit promptly.
• Instruction and training of customers in machine operation.
• Visit high-profile customers
• Train customers on-site and ensure knowledge and product competence
• Identify HW, SW problems and report back to Desktop Metal to increase systems reliability
• Assist technical writers in localizing service and configuration documentation
• Ensure implementation of Engineering Field Change Orders
• Provide periodic reports of the region
• Able to work independently in stressful situations
• Able to be flexible in a dynamic and fast-growing environment
• Other projects as assigned

Minimum Requirements:

• Technical degree preferred.
• Three to five years experience in field service.
• Experience in 3D printing or advanced manufacturing is preferred
• Self-motivated and team player
• Capable of reading various mechanical, engineering, wiring diagrams, prints and schematics.
• Self-starter and able to perform work with little supervision.
• Frequent travel is required, at least 75% of the time.
• Demonstrated competence in the use of a computer.
• Ability to resolve complex issues in creative, efficient, and effective ways
• Excellent written and oral communication skills

Preferred Skills:

• BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
• Experience with Powder Bed Fusion / Binder Jetting additive manufacturing
• Spanish as a second language is a plus.

Physical Requirements:

• Walk, stand, stoop, and reach regularly and sitting for extended periods of time.
• Ability to maneuver within heavy machinery and manufacturing environment.
• Manual dexterity and mobility to perform maintenance and computer operation for extended periods of time.
• Clear speech suitable for interpersonal as well as telephone communications.
• Visual acuity to perform all duties as described plus, accurate color and depth perception essential.
• Physical and mental capability to handle multiple task and deadline requirements.
• Agility to climb/crawl over and around large machinery in various types of manufacturing environments.