Technical Support Engineer

EOS•Novi, MI

2d•Remote

About The Position

EOS, a world market leader in industrial 3D printing, is seeking a Technical Support Engineer to support Field Service Engineers and customers. The role focuses on increasing the effectiveness of Service Engineers through technical knowledge transfer and training, providing machine and ancillary device training, and ensuring customer satisfaction by thoroughly resolving issues and documenting pertinent information. The position involves collaborating with GmbH on technical issues, managing machine upgrades, and analyzing service cases to identify trends and prevent recurring problems. The role also requires creating and sharing self-help resources, potentially traveling to customer sites, and accompanying Service Technicians on escalated issues for problem resolution and training. A key aspect is delivering accurate, high-quality support and continuously expanding product knowledge to share with colleagues through training sessions.

Requirements

Certified technician or skilled worker in electrical engineering technology.
Two to three years of experience servicing industrial equipment.
Skilled in interpreting written, oral, schematic and diagram engineering instructions.
Strong commitment to service standards including 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, flexible, and adaptable.
Willingness to travel as needed.

Nice To Haves

Experience with data preparation for additive manufacturing using MAGICS and/or SolidWorks preferred.
Product knowledge on industrial lasers and axis motion systems is a plus.
Bilingual in English and German is a plus.

Responsibilities

Increase the effectiveness of Service Engineers through technical knowledge transfer and training.
Provide machine and ancillary device training to Field Service Engineers.
Resolve customer issues thoroughly, documenting pertinent information and following through to resolution.
Escalate customer issues promptly when they cannot be resolved at the local level.
Help manage machine upgrades and equipment updates.
Collaborate closely with GmbH on technical issues through Collaboration Teams.
Work closely with Field Service Engineers to recognize escalation thresholds early.
Use C4C extensively to analyze, plan, execute, and document service cases, maintaining active service calls daily.
Record, track, and document hotline support requests, including all decisions and actions taken to resolve issues.
Analyze C4C cases to identify common trends and underlying problems.
Create and share self-help resources and lessons learned with the group to prevent recurring issues.
Travel to customer sites as needed to support assigned platform.
Accompany Service Technicians on escalated issues to resolve problems and provide technician training.
Work with Regional Managers to dispatch technicians based on skill level and training.
Follow the escalation process, including notifying responsible parties and following up daily until resolution.
Deliver accurate, high-quality support to internal and external customers.
Continuously expand knowledge of EOS products including hardware and software and share this knowledge through colleague training, including developing local training sessions.
Create training sessions that cover areas where field personnel are struggling.
Promote the use of diagnostic tools, i.e., EOState, EOSPRINT, HSC Logs etc.
Record problems in the existing Service database (C4C).
Ensure knowledge gained from the field is shared with the appropriate people throughout the organization.
Create a vehicle for sharing lessons learned with individuals or the entire service group, as needed.