Product Support Specialist

2 weeks ago

Aylesbury, United Kingdom Stratasys, Inc. Full time

**Product Support Specialist**:

- Location: Aylesbury, GB- Job ID: 52202- 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.

**What you will be doing**:
**Product Service Support**
- Able to analyse and problem solve printer hardware and software issues.
- Analise build files to identify support, orientation, parameter, and other issues.
- Work remotely with engineers to find solutions for escalated issues.
- Responsible to support the lifecycle of supported equipment (printer, material, software, and post-processing, including 3rd party) from pre
- and post-production through End-of-Service phases.
- Works with Product Management, Engineering and other departments for new product development and to execute and manage Beta plans.
- Provides technical leadership in Product Life Cycle Management (PLCM) Phase/Gate process during product development and shares service knowledge to reflect a product that can be serviceable with and without a field service technician.
- Works with technical writers and regional technical support to develop knowledge-based training documents. Ensures all required documents are available, accurate and current.
- Collects feedback from regional teams and provides insight to the Business Unit, Product Managers and Cross Functional Teams (CFT).
- Drives continuous improvement with Product Management and Engineering on product design, reliability, serviceability and maintenance issues to provide enhanced quality to our customers.

**Customer Support**
- Assists with a monthly Installation Failure forum (InFR) for all new installations and leads the activities to address those failures with Quality, Production and Engineering.
- Communicates service-oriented product updates to internal and external (customer/reseller/distributor) channels via field alerts, service bulletins and knowledge articles.
- Is responsible for escalations: Tier 3, Tier 4, or emergency escalation. Provides the leadership needed to address escalations and provide immediate and long-term resolutions.
- Create and manages spare parts lists utilizing Engineering Change Orders (ECO) in Agile PLM and the item workflow in Oracle.
- Creates and distributes reports in various business analytics software systems: Salesforce, Qlik Sense, Agile, Oracle, Splunk and others.

**Must have for this role**:

- 2+ years’ experience of relevant work experience in the 3D Printing / Additive Manufacturing industry
- Preferred 2+ years’ experience using Industrial stereolithography
- Preferred 2+ years’ experience using Materialise Magics software.
- Preferred Experience in product management or technical service role with a focus on electro-mechanical equipment. Understands drawings, specifications, and related technical documentation.
- Ability to communicate effectively through all levels of the organization.
- Preferred experience in a customer-facing position servicing the needs of the customer.
- Ability to interact with global customers within different time zones with frequent early and/or late hour meetings.

**Nice to have**:

- Great problem solving, strategic thinking, analytical and technical skills.
- Deep customer empathy and ability to identify customer needs.
- Exceptional interpersonal, communication, training, and presentation skills.
- Organized, quick, self-driven, energetic, multi-task and result oriented.

**Travel required**:15% travel.

**What you will be part of**:
**Additional Information**:
**We offer a generous benefits package including**:

- Income Protection
- Death in Service Cover
- Critical Illness cover, plus optional Health, and Dental Care
- Competitive salary, bonus scheme
- Employee stock purchase plan (ESPP)
- Employee Assistance Programmes including virtual GP service, helplines, and access to counselling.
- 25 days holiday plus bank holidays. An additional day for your birthday.
- International working experience. We work with teams in UK, Israel, EMEA and USA. A collaborative approach is encouraged.
- Highly skilled engineering team.
- Learn, contribute, and grow.

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