Field and Product Support Specialist

4 weeks ago

Nottingham, United Kingdom Solutions Driven Full time
Job Description

The Company and role:


Join a pioneering leader at the forefront of the global transition to additive manufacturing. Specializing in innovative 3D printing solutions, this organization empowers industries such as aerospace, automotive, consumer products, and healthcare. By combining cutting-edge 3D printers, advanced polymer materials, a robust software ecosystem, and on-demand parts services, they provide unparalleled competitive advantages throughout the product value chain. Trusted by top organizations worldwide, they drive innovation in product design, enhance manufacturing agility, streamline supply chains, and advance patient care.


This role focuses on supporting assigned product lines by collaborating with the Product Development Organization, Engineering team, and other departments to introduce new products (NPI), foster continuous improvement, and address complex customer issues as an escalation point. The Field and Product Support Specialist is responsible for ensuring an exceptional customer experience and high product quality while providing effective solutions to customer challenges.


Responsibilities:


  • Support the lifecycle of equipment (printers, materials, software, and post-processing, including 3rd party) from pre-production to end-of-service.
  • Provides technical leadership in product problem solving, product development activities, protocol development and report writing.
  • Collaborate with product management, engineering, and other departments for new product launches and manage Beta plans.
  • Establish and maintain customer service documents, policies, procedures, and reporting formats; work with technical writers and support teams to develop training materials.
  • Drive improvements in product design, reliability, and maintenance with product management and engineering.
  • Determine spare part needs and document processes for diagnosing and repairing systems in the field and during refurbishment.
  • Participate in continuous improvement activities and other duties as assigned.


Requirements:


  • 4+ years’ experience in product management or technical service role with a focus on electro-mechanical equipment. Understand drawings, specifications, and related technical documentation.
  • 4+ years in a customer facing position in servicing the needs of the customers.
  • BS Degree in Engineering
  • Ability to communicate through all levels of the organization.


Nice to have experience/skill:


  • While not mandatory, familiarity with business software and database applications such as Oracle, Salesforce, Agile, and intranet systems is a plus. Proficiency in Microsoft Office and its applications is essential.
  • Experience in global operations, including product launches, customer interactions, calls, and travel to customer sites, is highly valued.
  • The ability to work effectively in a global environment, including flexibility to attend early morning or late evening meetings, is important.

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