Title: Tech Support Engineer - Metals
Location: Pflugerville, TX
Reports To: Technical Support Manager
EOS is a dynamic, fast-growing company in Additive Manufacturing. We pride ourselves on fostering a collaborative and supportive work environment where creativity, innovation, and growth are celebrated. As a Tech Support Engineer, you’ll have the opportunity to work closely with experienced professionals, develop your skills, and support the Service team.
Your Mission
•Increase the effectiveness of the Service Engineers’ work through technical knowledge transfer
•Provide Machine training to Field Service Engineers
•Focus on internal and external customer satisfaction in all efforts
•Thorough approach to resolving customer issues including documenting all pertinent issues and following through to the end of the call
•Timely escalation of customer issues that cannot be resolved at the local level
•Train Field Service Engineers on ancillary devices related to their platform
•Help manage machine upgrades and updates to equipment
•Close co-operation with GmbH on all technical issues through collaboration teams
Customer Support
•Close co-operation with Field Service Engineer to recognize escalation thresholds early
•Use C4C extensively to analyze, plan, execute and document service cases. Maintain active service calls daily
•Record, track and document requests for help coming in on the hotline including all decisions made and actions taken to resolve the issue
•Analyze C4C cases to spot common trends and underlying problems
•Create and send self-help or lessons learned e-mails to the group so that techs do not make the same mistakes twice
•Travel to customer sites as needed to support assigned platform
•Travel with Service Techs to escalated issues with the expectation of resolving the problem and providing training to the technician
•Work with Regional Managers to dispatch technicians based on skill level and training
•Adhere to the escalation process, which includes notifying the responsible people and following up daily until the case is resolved
•Responsible for delivering accurate and quality support to internal and external customers
•Actively increasing knowledge about EOS products including hardware and software, and sharing this knowledge by training of colleagues, which may include developing local training sessions
Training
•Create training sessions that cover areas where field personnel are struggling
•Promote the use of diagnostic tools in the field, i.e., EOState, EOSPRINT, HSC Logs, etc.
Feedback
•Recording of problems in the existing Service database (C4C)
•Ensure knowledge gained from the field is shared with the appropriate people in the organization
•Create a vehicle for lessons learned and ensure information gets to the individual or the entire service group, as needed
Your Talents
•Certified technician or skilled worker in electrical engineering technology
•Two-to three-years of experience in servicing industrial equipment
•Capable of data preparation for additive manufacturing using MAGICS and/or SolidWorks preferred
•Demonstrated product knowledge on industrial lasers and axis motion systems is a plus
•Bilingual- English and German is a plus
•Skilled in using written, oral, schematic and diagram engineering instructions
•Service standards: Account ownership and customer satisfaction
•Computer knowledge (PC-configuration, MS- Windows, Network knowledge, MS-Office)
•Ability to work independently and cope with pressure
•Team oriented, flexibility and adaptability
•Willingness to travel when needed
Our Vision
Over 1000 sharp minds, about 60 nationalities, one goal: accelerating the world’s transition to Responsible Manufacturing.
Our proven technology, industrial 3D printing, has been extending the boundaries of manufacturing for over 30 years. We work globally networked and prefer to think outside the box – and we’re looking for people who want to shape the future with us.
EOS welcomes individuals from all backgrounds, ensuring equal opportunities without regard to race, color, religion, national origin, gender identity, expression, sexual orientation, age, or disability. At EOS, equity and inclusion are fundamental principles, and we believe in creating a work environment that is built on empathy, respect, and fairness.
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