Technical Product Support Expert
1 week ago
Location: (On-site) Copenhagen, DK
Job ID: 52549
Category: Customer Support & Advocacy
About Stratasys:
Stratasys is a pioneering force in the realm of 3D printing, spearheading the global transition to additive manufacturing. Our innovative solutions cater to diverse sectors including aerospace, automotive, consumer products, and healthcare. By leveraging smart and interconnected 3D printers, polymer materials, a comprehensive software ecosystem, and on-demand parts, Stratasys empowers organizations to enhance product design, streamline manufacturing processes, and elevate patient care.
Role Overview:
The Product Support Specialist (PSS) plays a crucial role in ensuring exceptional customer experiences and product quality for assigned product lines. This position involves collaboration with the Product Development Organization, Engineering teams, and various departments to facilitate New Product Introductions (NPI), drive ongoing enhancements, and serve as the primary escalation point for complex customer challenges.
Key Responsibilities:
- Engage deeply with the support of SAF Powder Bed Fusion products, focusing on intricate and escalated issues, as well as product and serviceability improvements.
- Act as the liaison for resolving escalations with the Product Development Organization, providing the necessary leadership to address and close these cases.
- Oversee the Beta phase for new product launches.
- Define spare parts and facilitate Preventive Maintenance initiatives.
- Analyze and report on product performance metrics, such as Installation Failure Rate and Time to Resolution.
- Mentor Regional Technical Experts, particularly during the first year following the General Announcement of new products.
- Support strategic customers and monitor their installations.
- Implement Field Change Orders and other updates across the product fleet.
- Collaborate with Application Engineers to maintain a high level of support for end customers.
- Work alongside the Knowledge Management team to develop training and certification materials, printer documentation, Field Change Orders, Field Alerts, Knowledge Articles, and instructional videos.
Qualifications:
- Bachelor’s or Master’s degree in engineering or a related technical field, preferably in mechatronics.
- Proficient in English, with strong written and verbal communication skills at both business and technical levels.
- Excellent problem-solving abilities aimed at identifying root causes and implementing solutions.
- Results-driven and self-motivated with a keen attention to detail.
- Culturally aware, capable of understanding and resolving issues while building relationships across different regions.
- Initiative-driven with the ability to work independently.
- Experience in technical documentation writing.
- Comfortable interacting with global customers across various time zones, including early and late meetings.
Preferred Qualifications:
- Background in service and support of capital equipment.
- Skills in collecting and analyzing process data as part of troubleshooting efforts.
- Proficiency in Data Analysis using Excel.
- Familiarity with 3D printing technologies.
Travel Requirements: Up to 30 days per year.
Join Us: Be part of a company that values innovation, sustainability, and a commitment to excellence in 3D printing solutions.
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Technical Product Support Expert
1 week ago
Copenhagen, Copenhagen, Denmark Stratasys Ltd Full timeLocation: (On-site) Copenhagen, DK Job ID: 52549 Category: Customer Support & Advocacy Company Overview: Stratasys Ltd is a pioneering force in the realm of 3D printing, spearheading the transition to additive manufacturing through cutting-edge solutions tailored for sectors such as aerospace, automotive, consumer goods, and healthcare. Our...
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