Customer Support Engineer

St. Louis
Jun 20, 2014
Jul 20, 2014
. .
Full Time
The Customer Support Engineer ensures optimum operational performance for systems installed at the customers’ site. They deliver technical service to customers including installation, relocation, repair and preventative maintenance. They optimize system performance to minimize equipment downtime and ensure maximum overall customer satisfaction.

Customer Skills –
Understands how the customer uses the product
Repairs customer equipment
Knows unique customer requirements
Understands the cost of system failure to the customer
Knows proper customer etiquette:
Proper attire
Professional customer communication skills
Protocol for office, lab, manufacturing environments
Proper site visit exit communication
Product skills –
Deep technical skills in a minimum of 1 platform technologies
Understanding of unique customer configuration – materials and software used
Awareness of customer’s expertise, capability and willingness to do self-maintenance
Performs preventive maintenance as directed by Service Manager
Understands the value of the customers’ total business to 3D Systems
Understands the value that the CSE brings to the customer
Understands warranty and contract status of the customer
Understands and can explain the value of upgrades to the customer
Understands the full 3D Systems material portfolio and can articulate the benefits of different material offerings
Technical Skills –
Use of Oscilloscope
Laser Power Meters
Vacuum Gauges
Education & Training:
High school required; AA degree from a technical school preferred

Three years' related experience

Knowledge, Skills & Abilities:

Proficient in troubleshooting, configuration, installation and repair of computer and electronic systems, as well as a solid mechanical aptitude; Windows experience mandatory
Solid knowledge of electro/mechanical device repair with attention to detail
Requires skills in organization, problem solving, and customer relations
Ability to speak effectively before customers and act in an advisory capacity
Requires exceptional interpersonal and communication skills in the business environment and a commitment to professionally represent 3D Systems with its customers
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to work effectively and efficiently under tight deadlines with multiple interruptions
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals
Travel required; valid driver’s license and clean driving record

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