Customer Support Engineer – NAM – Wisconsin

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.

Responsibilities include, but are not limited to, the following:

• Perform duties and tasks related to maintenance and repair of customer machines and related equipment.  
• Respond to customer inquiries, complaints, or requests regarding the operation of equipment.   
• Travel to customer locations to troubleshoot problems.  
• Diagnose problems and develop a plan for repair or correction. 
• Evaluate resources needed and assess materials and time for completion of the project.
• Identify training requirements to increase field engineers’ proficiency
• Install products on-site at customers, including testing, tune-up, and final configuration
• Notify the Service Manager for resolution of issues outside the scope of field personnel.  
• Perform initial start-up, configuration, and test of machines.  
• Order components, as may be required, and repair or replace defective/malfunctioning parts.   
• Coordinate with the Service Manager regarding warranties and liabilities per each machine and service call.  
• Submit receipts, documentation, and information pursuant to any service visit promptly.   
• Instruction and training of customers in machine operation. 
• Visit high-profile customers
• Train customers on-site and ensure knowledge and product competence 
• Identify HW, SW problems and report back to Desktop Metal to increase systems reliability
• Assist technical writers in localizing service and configuration documentation  
• Ensure implementation of Engineering Field Change Orders
• Provide periodic reports of the region 
• Able to work independently in stressful situations
• Able to be flexible in a dynamic and fast-growing environment
• Other projects as assigned

• Technical degree preferred.  
• Three to five years experience in field service.
• Experience in 3D printing or advanced manufacturing is preferred
• Self-motivated and team player
• Capable of reading various mechanical, engineering, wiring diagrams, prints and schematics.  
• Self-starter and able to perform work with little supervision.   
• Frequent travel is required, at least 75% of the time.
• Demonstrated competence in the use of a computer.  
• Ability to resolve complex issues in creative, efficient, and effective ways
• Excellent written and oral communication skills

Preferred Skills:

• BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
• Experience with Powder Bed Fusion / Binder Jetting additive manufacturing
• Spanish as a second language is a plus.  

Physical Requirements: 

• Walk, stand, stoop, and reach regularly and sitting for extended periods of time.
• Ability to maneuver within heavy machinery and manufacturing environment.
• Manual dexterity and mobility to perform maintenance and computer operation for extended periods of time.   
• Clear speech suitable for interpersonal as well as telephone communications.  
• Visual acuity to perform all duties as described plus, accurate color and depth perception essential.  
• Physical and mental capability to handle multiple task and deadline requirements.
• Agility to climb/crawl over and around large machinery in various types of manufacturing environments.