Technical Support Engineer – Metals

Responsible Manager: Technical Support Manager

Location: Remote

We, EOS - world market leader for industrial 3D printing, are looking for you to support our Field Service Engineers and our Customers throughout EOS.

TECHNOLOGY is what unites us. MEANINGFUL are our daily actions. INDEPENDENT is what we remain. We believe we can help create a better world for everyone - this is what EOS stands for.

Your Mission

• Increase the effectiveness of Service Engineers through technical knowledge transfer and training.
• Provide machine and ancillary device training to Field Service Engineers.
• Strong focus on internal and external customer satisfaction.
• Resolve customer issues thoroughly, documenting pertinent information and following through to resolution.
• Escalate customer issues promptly when they cannot be resolved at the local level.
• Help manage machine upgrades and equipment updates.
• Collaborate closely with GmbH on technical issues through Collaboration Teams.

Customer Support

• Work closely with Field Service Engineers to recognize escalation thresholds early.
• Use C4C extensively to analyze, plan, execute, and document service cases, maintaining active service calls daily.
• Record, track, and document hotline support requests, including all decisions and actions taken to resolve issues.
• Analyze C4C cases to identify common trends and underlying problems.
• Create and share self-help resources and lessons learned with the group to prevent recurring issues.
• Travel to customer sites as needed to support assigned platform.
• Accompany Service Technicians on escalated issues to resolve problems and provide technician training.
• Work with Regional Managers to dispatch technicians based on skill level and training.
• Follow the escalation process, including notifying responsible parties and following up daily until resolution.
• Deliver accurate, high-quality support to internal and external customers.
• Continuously expand knowledge of EOS products including hardware and software and share this knowledge through colleague training, including developing local training sessions.

Training & Feedback

• Create training sessions that cover areas where field personnel are struggling.
• Promote the use of diagnostic tools, i.e., EOState, EOSPRINT, HSC Logs etc.
• Record problems in the existing Service database (C4C).
• Ensure knowledge gained from the field is shared with the appropriate people throughout the organization.
• Create a vehicle for sharing lessons learned with individuals or the entire service group, as needed.

Your Talents

• Certified technician or skilled worker in electrical engineering technology.
• Two to three years of experience servicing industrial equipment.
• Experience with data preparation for additive manufacturing using MAGICS and/or SolidWorks preferred.
• Product knowledge on industrial lasers and axis motion systems is a plus.
• Bilingual in English and German is a plus.
• Skilled in interpreting written, oral, schematic and diagram engineering instructions.
• Strong commitment to service standards including account ownership and customer satisfaction.
• Computer knowledge (PC-configuration, MS- Windows, Network knowledge, MS-Office)
• Ability to work independently and cope with pressure
• Team oriented, flexible, and adaptable.
• Willingness to travel as needed.

Our Vision:

Over 1000 sharp minds, about 60 nationalities, one goal: accelerating the world’s transition to Responsible Manufacturing. Our proven technology, industrial 3D printing, has been extending the boundaries of manufacturing for over 30 years. We work globally networked and prefer to think outside the box – and we’re looking for people who want to shape the future with us. EOS welcomes individuals from all backgrounds, ensuring equal opportunities without regard to race, color, religion, national origin, gender identity, expression, sexual orientation, age, or disability. At EOS, equity and inclusion are fundamental principles, and we believe in creating a work environment that is built on empathy, respect, and fairness. We are ALL IN.