At Meltio, we are looking for a Remote Support L1 to join our growing Support team!
We are a young, yet rapidly growing company, aiming to take metal 3D printing to the next level by developing high-performance, affordable, and easy-to-use metal 3D printing solutions.
What are we looking for?This person will be located in Linares, Spain at the Meltio factory with occasional travel as needed. The person will give support to end customers (Technology centers, Universities, 3D service bureaus & industrial customers), channel partners, and the Meltio Service workforce on the resolution of Meltio LMD 3D Printers technical issues and accelerate the adoption of Laser Melting Deposition Meltio products by building a competitive advantage through a lean support experience in the 3D printing market.
Main responsibilities:Provide expert support to remotely resolve hardware and/or software technical issues and application problems for our customers.Trigger an onsite interaction (parts and/or FSE dispatch) in case the issue cannot be fixed remotely. Right diagnosis and parts identification are key to ensure proper handover to the Channel Partner Field Services Engineer.Keep customers informed of the status of their case, elevating issues as needed within the Support Organization and ensuring that Service Level Agreements are met.Document case history and interactions with customers in the Meltio Customer Portal to ensure proper handover to field, product/case history tracking, and reporting.Contribute to maintaining the Knowledge Management System (KMS) by sharing knowledge with the rest of the organization.Assist Care Center Agents and Customers on subjects such as product features, specifications, parts info and compatibility, maintenance routines, educational programs, and technical aspects in general, based on customer entitlement.Assist Field Service Engineers during onsite troubleshooting as needed.Build a close professional relationship with the primary accounts assigned through specific customer needs understanding and installed base knowledge that generates mutual trust and enhances customer experience.Master technical knowledge on Meltio 3D printing products and technologies and transmit this knowledge to our customers and peers.You will be a great fit for the Meltio team if you are/have:Strong technical background with a Bachelor's degree in Science/Engineering – preferably Mechanical, Industrial, or Electrical Engineering – or equivalent. Technicians with a strong background in technical troubleshooting without an engineering degree are welcome to apply.Experience in a customer-facing role (onsite support, remote support, or similar) will be valued.Experience in Additive Manufacturing technology, 3D Modeling Software, CAM software, and/or 3D printing workflows will be valued.Experience in Robotics or Computer Numerical Control (CNC) for machining will be valued.Ability to follow and read electrical/electronic diagrams will be valued.Ability to work collaboratively in an ethnically, linguistically, and culturally diverse environment.Excellent organizational skills; able to prioritize work accordingly.If you feel like you would be a great addition to our team, send us your CV and project portfolio to ******.
We encourage you to apply regardless of meeting all qualifications and/or requirements.
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