Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.Customer Support & Technical ServiceTroubleshoot 3D printing hardware issues via phone and email for customers and partnersPerform on-site diagnostics, preventative maintenance, and break-fix repairsEnsure timely and complete resolution of technical issues, with a focus on single-visit successOn-Site Engagement & TrainingTravel to customer locations (primarily Minnesota, Wisconsin, and Iowa, but not limited to) to deliver servicesProvide in-person onboarding and training for Premium Hardware Service customersMaintain a high level of professionalism and customer experience during all on-site interactionsTravel & Field OperationsTravel up to 100% as needed (average estimated at 30–50%)Utilize personal transportation for travel (mileage reimbursement provided)Manage scheduling of preventative maintenance visits and service appointmentsDocumentation & CommunicationAccurately document all service activities and on-site visitsCommunicate key findings and customer insights to Sales Account Managers and Customer Success Managers to support account growth and retentionCollaborate cross-functionally with Customer Fulfillment, Sales, and Sustaining Engineering teams to resolve customer issues efficientlyInventory & PreparednessMaintain and manage inventory of tools, spare parts, and service equipmentEnsure readiness for all on-site visits with appropriate materials and resourcesProblem Solving & AdaptabilityRespond effectively to unexpected challenges in the fieldMake real-time decisions to maintain service quality and customer satisfactionIdentify opportunities to improve processes and customer outcomesPerform other duties as assigned based on evolving business needs
