Remote Field Service Support Representative

Summary

Join our Customer Solutions team and drive high-level field service and customer support to our Value Added Reseller community as a Support Engineer for the APAC region at Markforged.

Requirements

• Proven experience in a similar role
• Experience supporting Metal Binder Jetting additive manufacturing systems will be advantageous
• Understanding of and enthusiasm for working across multiple cultures and time zones
• Ability to engage in occasional domestic and International travel
• Self driven, with the ability to take ownership of support cases while working within a team
• Excellent spoken and written English. Fluency in other languages is a plus
• Excellent communication and analytical skills
• Proven experience with Electronic Diagram literacy and diagnostics
• Ability to multitask and work under pressure at times to meet deadlines
• CRM experience Salesforce, Slack , Jira, Confluence is preferred
• Customer service experience
• Willingness to assist with pre-sales inquiries
• Ability to work in a team-focused, deadline-driven environment
• Strong project management skills with the ability to juggle multiple projects, organise and prioritise, and respond quickly to changes
• Experience and / or knowledge of CAD / CAM / CNC and G Codes

Responsibilities

• Develop knowledge and competence of a diverse range of technologies and become a subject matter expert (SME) on one or more specific Markforged product(s)
• Be responsible for the installation of complex 3D Printing Systems at customer sites
• Conduct on-Site diagnosis and repair of complex 3D Printing systems
• Remotely diagnose faults and provide technical support to our partners
• Be accountable for attending sites to carry out preventative maintenance, maintaining customer satisfaction
• Deliver Technical Training to our partners
• Work closely with the regional technical support, sales, applications engineering, and channel management teams
• Visit sites routinely to perform various duties, as necessary
• Become a proven ambassador, helping the team resolve issues of the highest complexity
• Provide feedback and support to Product Engineering on complex cases, driving to successful conclusion

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Parental leave
• Commuter benefits
• Open PTO policy