Stratasys Ltd
Regional Support Specialist
Stratasys Ltd, Minneapolis, Minnesota, United States, 55400
Stratasys is a world leader in 3D printing!Stratasys
is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain.As a member of the Customer Support team, the Regional Support Specialist (RSS) is responsible for the regional support activities including all three levels of support as needed. Assisting in launching new products and providing advanced technical support of Stratasys products for field support engineers, customers and resellers. Act as the liaison between the Field and the customer support team in HQ, and be the technical representative for Customer Support to resolve issues and escalations.What you will be doing:
Internal & External Customer Product Support
Provide remote support to customers, resellers and company field service personnel on products and applications.Provide on-site field support as needed regarding escalated issues.Travel to customer sites to resolve complicated technical issues or to provide training to customers or Stratasys field personnel; this may require work or travel outside of the standard work schedule.Ownership of escalated issues until solution is provided. Communicate any escalations promptly to the Customer Support management team.Interface regularly and effectively with customers and all groups within the company.Product Training and Documentation
Monitor all related service documentation to ensure it stays current and accurate by reporting changes to corporate.Provide back-up training for the technical trainer on an as needed basis. Conduct seminars and webinars for CS personnel.Participate on special projects and Company initiatives as needed.Help define the training requirements for field service staff both direct and indirect.Mentor, assist and train newer FE’s to improve their technical and business acumen capabilities.Product Knowledge
Remain current on technical and process knowledge to properly answer questions; provide prompt response to technical issues and handle delicate business issues received from customers.Communicate with field service engineers on new product related information (e.g. news items, tips, spare parts).Develop technical product expertise including post model building applications. Assist FE’s and customers in determination of best part building capabilities.Act as the primary resource for communicating technical product issues between the field and the corporate service groups in HQ.Product Testing and Improvement
Lead Customer Support regional involvement in all aspects of Beta phase and product launch of Stratasys solutions.Generate analytical reports to support continuous improvement.Submit and present reports on customer visits, training sessions, field problems and equipment.Plan, communicate and manage FCO implementations for the region.Must have for this role
2-year technical or engineering degree or related field.3+ years of additive manufacturing or related customer support experience in a technical capacity.1+ years superior interdisciplinary communication and listening skills to interface with internal and external customers.Nice to have:
2 years of experience in a Rapid Prototyping environment.Technical aptitude of multidisciplinary equipment – mechanics, electronics and fluid systems combined with software, networking and computer hardware.Ability to organize and prioritize workload.Focus on customer satisfaction as the end result of decisions.Able to deliver in stressful situations. Team player, but self-motivated and able to work independently.Ability to continuously stand or walk for at least 8 hours per day, bend, squat, climb stairs and lift frequently.Ability to lift up to 50 pounds occasionally and able to sit while driving for up to 5 hours.Stratasys
(Nasdaq: SSYS), headquartered in Minneapolis, Minnesota and Rehovot, Israel, has been a leader in the 3D printing industry for over thirty years. The company’s patented FDM and PolyJet 3D printing technologies have a diverse range of applications, including rapid prototyping, production parts, tooling, and concept design.To perform this job successfully , an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Stratasys is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
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is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain.As a member of the Customer Support team, the Regional Support Specialist (RSS) is responsible for the regional support activities including all three levels of support as needed. Assisting in launching new products and providing advanced technical support of Stratasys products for field support engineers, customers and resellers. Act as the liaison between the Field and the customer support team in HQ, and be the technical representative for Customer Support to resolve issues and escalations.What you will be doing:
Internal & External Customer Product Support
Provide remote support to customers, resellers and company field service personnel on products and applications.Provide on-site field support as needed regarding escalated issues.Travel to customer sites to resolve complicated technical issues or to provide training to customers or Stratasys field personnel; this may require work or travel outside of the standard work schedule.Ownership of escalated issues until solution is provided. Communicate any escalations promptly to the Customer Support management team.Interface regularly and effectively with customers and all groups within the company.Product Training and Documentation
Monitor all related service documentation to ensure it stays current and accurate by reporting changes to corporate.Provide back-up training for the technical trainer on an as needed basis. Conduct seminars and webinars for CS personnel.Participate on special projects and Company initiatives as needed.Help define the training requirements for field service staff both direct and indirect.Mentor, assist and train newer FE’s to improve their technical and business acumen capabilities.Product Knowledge
Remain current on technical and process knowledge to properly answer questions; provide prompt response to technical issues and handle delicate business issues received from customers.Communicate with field service engineers on new product related information (e.g. news items, tips, spare parts).Develop technical product expertise including post model building applications. Assist FE’s and customers in determination of best part building capabilities.Act as the primary resource for communicating technical product issues between the field and the corporate service groups in HQ.Product Testing and Improvement
Lead Customer Support regional involvement in all aspects of Beta phase and product launch of Stratasys solutions.Generate analytical reports to support continuous improvement.Submit and present reports on customer visits, training sessions, field problems and equipment.Plan, communicate and manage FCO implementations for the region.Must have for this role
2-year technical or engineering degree or related field.3+ years of additive manufacturing or related customer support experience in a technical capacity.1+ years superior interdisciplinary communication and listening skills to interface with internal and external customers.Nice to have:
2 years of experience in a Rapid Prototyping environment.Technical aptitude of multidisciplinary equipment – mechanics, electronics and fluid systems combined with software, networking and computer hardware.Ability to organize and prioritize workload.Focus on customer satisfaction as the end result of decisions.Able to deliver in stressful situations. Team player, but self-motivated and able to work independently.Ability to continuously stand or walk for at least 8 hours per day, bend, squat, climb stairs and lift frequently.Ability to lift up to 50 pounds occasionally and able to sit while driving for up to 5 hours.Stratasys
(Nasdaq: SSYS), headquartered in Minneapolis, Minnesota and Rehovot, Israel, has been a leader in the 3D printing industry for over thirty years. The company’s patented FDM and PolyJet 3D printing technologies have a diverse range of applications, including rapid prototyping, production parts, tooling, and concept design.To perform this job successfully , an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.Stratasys is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law.
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