Desktop Metal (NYSE: DM) is pioneering a new generation of additive manufacturing technologies focused on the production of end-use parts. We offer a portfolio of integrated additive manufacturing solutions for engineers, designers and manufacturers comprised of hardware, software, materials and services. Our solutions span use cases across the product life cycle, from product development to mass production and aftermarket operations, and they address an array of industries, including automotive, aerospace, healthcare, consumer products, heavy industry, machine design and research and development. At Desktop Metal, we believe additive manufacturing, commonly referred to as 3D printing, is one of the most exciting and transformational technology innovations of our time.
We are seeking a talented and self-motivated Customer Support Engineer to join our expanding team. This Customer Support Engineer will be a member of the Desktop Metal Customer Support department. This individual will provide customers and resellers best in class remote technical support for all Desktop Metal product lines.They will be responsible for ensuring customer and reseller satisfaction, success, and education. Assist in the launch of new products, materials and features. Provide ongoing remote troubleshooting and technical support. Provide Engineering, R&D and Software teams feedback to continuously improve Desktop Metal Products.
Responsibilities:
- Provide remote technical support to customers and resellers for all Desktop Metal products
- Efficiently solve complex customer hardware, software and application related issues
- Identify and document HW, SW, and AE issues to improve system performance and reliability
- Assist technical writers in creating service procedures and documentation
- Collaborate cross-functionally with other teams on software validation, issue tracking, and other key projects
- Assist in alpha testing of new hardware, materials and software bundles
- Document key processes across the Desktop Metal customer lifecycle
- Other projects as assigned
- Up to 10% travel required
Basic Qualifications:
- 2+ years of relevant technical Customer Support experience
- BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
- Comfortable with Microsoft 365 and Google Suite
- Experience with ERP and CRM systems such as SalesForce and Infor
- Ability to troubleshoot and resolve complex issues in efficient and effective ways
- Excellent written and oral communication skills
- Ability to understand and work well in difficult customer situations
- Highly collaborative and team-oriented while also comfortable working independently in a fast-paced environment
- Ability to organize and prioritize workload
- Ability to communicate effectively over the phone and keep cool in high pressure situations
- Ability to communicate and engage across departments
Preferred Skills:
- Experience in 3D printing or advanced manufacturing
- Experience with Powder Bed Fusion / Binder Jetting metal additive manufacturing
- Knowledge of Metal Injection Molding, furnaces or powder metallurgy
At Desktop Metal, innovation is at the core of our DNA. And we believe ground-breaking discoveries are born from diverse teams with unique backgrounds and experiences. We are committed to employing a diverse workforce with equal employment opportunities regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, marital status, veteran status, or disability.
