Field Service Technician
About The Position
The Field Service Technician serves as the on-site representative of EAC’s Hardware Services team, delivering the same high-quality customer experience in person as provided remotely. This role is responsible for traveling to customer locations to perform preventative maintenance, execute break-fix repairs, and deliver hands-on training for 3D printing hardware. The ideal candidate combines strong technical aptitude with excellent customer-facing skills, enabling them to troubleshoot issues in real time and resolve problems efficiently—often within a single visit. Hardware partners include Formlabs, Intamsys, AMT, and Creality.
Requirements
- Strong troubleshooting and problem-solving abilities
- Ability to quickly learn and adapt to new technologies and hardware systems
- Proficiency in documenting service activities and managing schedules
- Must have excellent verbal and written communication skills
- Strong interpersonal and customer relationship skills
- Ability to effectively train and engage customers in person
- High attention to detail and strong organizational skills
- Self-motivated with the ability to take initiative
- Results-oriented with a focus on customer success
- Adaptable and able to perform effectively in dynamic environments
- Ability to manage stress and maintain composure under pressure.
Nice To Haves
- Bachelor’s degree preferred; equivalent combination of education and experience will be considered
- 2+ years of relevant technical or field service experience preferred
- Experience with Additive Manufacturing Industry
Responsibilities
- Troubleshoot 3D printing hardware issues via phone and email for customers and partners
- Perform on-site diagnostics, preventative maintenance, and break-fix repairs
- Ensure timely and complete resolution of technical issues, with a focus on single-visit success
- Travel to customer locations (primarily Minnesota, Wisconsin, and Iowa, but not limited to) to deliver services
- Provide in-person onboarding and training for Premium Hardware Service customers
- Maintain a high level of professionalism and customer experience during all on-site interactions
- Travel 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 appointments
- Accurately document all service activities and on-site visits
- Communicate key findings and customer insights to Sales Account Managers and Customer Success Managers to support account growth and retention
- Collaborate cross-functionally with Customer Fulfillment, Sales, and Sustaining Engineering teams to resolve customer issues efficiently
- Maintain and manage inventory of tools, spare parts, and service equipment
- Ensure readiness for all on-site visits with appropriate materials and resources
- Respond effectively to unexpected challenges in the field
- Make real-time decisions to maintain service quality and customer satisfaction
- Identify opportunities to improve processes and customer outcomes
- Perform other duties as assigned based on evolving business needs
Benefits
- Medical insurance
- Employer Paid Short Term Disability
- Flexible PTO (take as you need, no accrual)
- Vision insurance
- Dental Insurance
- 401(k) Plan with Employer match
- Basic Life, AD&D, and Disability Insurance
- Employee Assistance Program
- Paid Holidays
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
