Customer Support Engineer

Employer
Location
Dayton
Posted
Jun 20, 2014
Closes
Jul 20, 2014
Contact
. .
Category
Other
Duration
Full Time
The Customer Support Engineer (CSE) ensures optimum operational performance for hardware related to 3D Printers installed at the customers’ site. They deliver technical service to customers including installation, relocation, repair and preventative maintenance.

Responsibilities:
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:
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
Multi-meter
Laser Power Meters
Vacuum Gauges
Qualifications:
Education & Training:
High school required; AA degree from a technical school preferred

Experience:
Three years' related experience

Knowledge, Skills & Abilities:

Proficient in troubleshooting, configuration, installation and repair of electronic systems and computers, 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

Additional Skills:
Do the following on a frequent basis: climb, balance, stoop, kneel, crouch, reach, sit and talk. Tasks can include using equipment, which requires working with electrical hazards, high-power lasers and photo-polymer resins, which, if handled incorrectly, can cause health hazards/injuries. Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently.

AA/EEO M/F/D/V

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