Our company is seeking a qualified and dedicated Field Service Engineer with expertise in Fused Filament Fabrication (FFF) 3D printing technology.
As a Field Service Technician, you will be responsible for providing top-notch on-site support and knowledge transfer to direct customers and resellers, increasing customer satisfaction through effective issue resolution.

Your Responsibilities

• Technical Sales Support
  • Provide pre-sales support for resellers and for potential customers, by consulting and providing benchmarks.
  • Support at exhibitions and seminars
• Installation and Commissioning:
  • You will install and configure FFF 3D printing machines on-site at the customer's location (primarily within USA) or provide remote support to our resellers.
  • You will ensure that the machines are functioning correctly and that all necessary settings have been configured.
• Maintenance and Repair:
  • You will conduct regular maintenance visits to ensure the performance and reliability of the machines.
  • You will diagnose and address technical issues, perform repairs, and replace defective parts.
  • Maintain and upkeep of our 3D printers at our Partlab in Boston.
• Customer Training:
  • You will independently conduct customer training on proper printer operation and explain maintenance procedures. You will assist our BigRep ACADEMY in creating training materials and eLearning programs using your extensive technical knowledge.
• Documentation:
  • You will maintain detailed records of installations, maintenance, repairs, and training sessions and independently update the customer database. You will also support colleagues at BigRep ACADEMY in creating how-to guides for our Customer Knowledge Base.
• Remote Customer Support:
  • You will assist our 2^nd level support in addressing technical customer or reseller inquiries (via telephone/email/ticket system) when not traveling.
• Spare Parts Management & Travel Planning:
  • You will efficiently and independently plan your travel and on-site spare parts requirements through our booking system.
  • You will ensure that you have the necessary spare parts on hand for quick repairs.
• Partlab Support
  • Consultation for benchmarks and use cases for existing customers and resellers.

Ownership & Responsibilities:

• Increase customer satisfaction level and a positive customer experience.
• Create a service report after every visit as a good documentation for BigRep.
• Shares experiences with the entire Global Customer Experience Team with proper documentation