Product Support Specialist

6 months ago

Copenhagen, Denmark Stratasys Ltd Full time
Location:

(On-site) Copenhagen, DK

Job ID: 52549 Category: Customer Support & Advocacy

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. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

This position is responsible for supporting their assigned product line(s). Working with the Product Development Organization, Engineering team, and other departments to Introduce New Product (NPI), drive continuous improvement and as the escalation point to solve complex customer issues. The PSS (Product Support Specialist) is accountable for delivering an exceptional customer experience and product quality for their supported products. Bringing solutions to customer issues.

In this role:

You will be deeply involved in the support of the SAF Powder Bed Fusion products. Focus will be on complex and escalated issues, improvements of the product and serviceability.

The Product Support Specialist will be part of the Customer Success team for SAF, an experienced support team, whose responsibility it is to provide high level technical support and contribute to the development of technical and training material.

What you will be doing:

Provide feedback to design and product teams with focus on design for serviceability Be the contact person for closing escalations to the Product Development Organization. Provide the leadership needed to address escalations and close those cases. Manage the Beta phase for new products Define spare parts and facilitate Preventive Maintenance programs Report and analyze product performance, for example Installation Failure Rate, Time to Resolution etc. Mentoring the Regional Technical Experts especially the 1st year after the General Announcement of new products. Support strategic customers and monitor installations Implementation of Field Change Orders and other updates across the fleet. Coordinate with Application Engineers in order to maintain high level of support for the end customers. Work with the Knowledge Management team (Technical Writers) and develop material for training and certifications, Printer documentation, FCO documentation, Field Alerts, Knowledge Articles, videos etc.

Must have for this role:

BSc or MSc in engineering or other technical background, preferably within mechatronics Ability to communicate in English, both is written and verbal form, at both business and technical levels. Good problem-solving skills with the objective of establishing a root cause and determining a fix Results orientated and self-motivated. Strong attention to detail Culturally sensitive - able to understand and resolve issues & build relationships with businesses in other countries / regions Willingness to take the initiative and work independent. Experience in writing of technical documentation. Ability to interact with global customers within different time zones with frequent early and/or late hour meetings.

Nice to have:

Experience with service and support of capital equipment. Ability to collect and analyze process data as part of the process troubleshooting team. Experience with Data Analysis in Excel Experience with 3D printing

Travel required: 30 days per year.

What​ ​you​ ​will​ ​be​ ​part​ ​of:

Company Overview - Our Culture and Values - Our Sustainability “3D Printing a Better Tomorrow” - Our Locations - Check out our Video -

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