Website PostProcess Technologies, Inc.
A Technology that Changes Everything
Why Join the PostProcess Team
If you’re looking to join the hottest tech company in the fast growing 3D printing market, this is the role for you. As a Field Service Technician, you will be a key interface to PostProcess’ customers and the face of the PostProcess brand. Our Field Service team will have the ability to think strategically about our business and our customers’ success, while working in collaboration across all departments and all teams to deliver exceptional customer satisfaction to our growing list of global customers. Customer focus and hands-on execution are hallmarks of a successful PostProcess teammate.
The Field Service Technician will have responsibility for the installation, maintenance and repair of equipment and ongoing support under warranty or with customers that have purchased a Service Contract. Exceptional customer service during the contract period will help us achieve our targeted Service Contract renewal rate.
Another important responsibility of the Field Service Technician is to engage in discussions with the customer to identify additional opportunities for our solutions. For example, if we are installing a Support Removal machine, the customer may also be having issues with Surface Finishing. Identifying this unmet need and then coordinating with Sales is essential to ensure we have exceptionally satisfied customers and we remain the clear market leader for 3D post-printing.
The Field Service Technician may also have opportunities to “team” with our Channel Partners that are authorized to install or maintain or repair equipment to help educate on best practices for maximizing solution performance and customer satisfaction.
Duties and Responsibilities
The essential functions of the position include, but are not limited to, the following:
Provide exceptional customer support to our current customer base through customer visits for service and upgrades of PostProcess solutions.
Team with Technical Support to provide remote problem diagnosis, software updates, and solution implementation.
Train and certify customer personnel on the proper use of our solutions. This includes written, verbal, and hands-on presentations, demonstrations, and instruction.
Identify additional opportunities during install or subsequent service visits and then team with Sales to ensure proper follow-through to close additional KOs. This will allow us to demonstrate the “comprehensiveness” of our post-printing solutions, resulting in exceptional customer satisfaction and faster revenue & profit growth.
Identify and document areas for improvement within the install and post-installation process and while working with customers on issues and maintenance. Having a mindset of “continuous improvement” is essential.
Team with Application Engineering to ensure they are informed of the status of installs before they are on-site with the customer to perform additional integration and/or process or applications development.
Serve as a liaison between Engineering and our customers. The Field Service Technician will communicate frequently with Development Engineering about product improvement ideas along with new concepts and team closely to bring these through alpha and beta testing.
Team with the Technical Training Department to help create materials (print, digital, video) that will allow our customers to quickly learn how to effectively utilize our solutions. This training material will also be utilized across the company during New Hire OnBoarding and as a reference guide for Sales and Technical Support.
Perform pre-delivery customer site inspections to ensure all installation requirements are or will be met upon delivery of the equipment, providing for seamless equipment install and immediate customer utilization.
Administer Site Acceptance Testing (SAT) and maintain thorough and accurate documentation throughout the entire process.
Team with Operations to plan and complete Preventative Maintenance (PM) for assigned customers.
Team with qualified resellers of PPT equipment (Channel Partners) to help train them on best practices for install or repair or maintenance.
Actively lead/participate in internal & external meetings to deepen customer relationships and ensure we achieve our OKRs.
Extensive US travel required. Maintain availability and flexibility for on-call and on-site customer support.
Skills and Qualifications
Skilled at troubleshooting electronics, control systems and mechanical assemblies
Experience with multiple computer applications such as Terminal Server and Visual Studios
Ability to remotely log-on to PPT machines and provide excellent remote support to our customers
Communicates clearly and professionally with strong written and presentation skills
Possesses an excellent customer orientation resulting in outstanding customer satisfaction and loyalty
Passion for 3D printing and how it is revolutionizing traditional manufacturing
Regular travel in North America required and unlikely but possible international travel
Ability to multi-task, work while traveling, and thrive in a fast-paced start-up environment
Ability to work in a remote office setting and remain focused with minimal on-site supervision
Ability to meet deadlines while maintaining a high-level of organization and attention to detail
Education and Experience
Bachelor’s Degree in a technical field preferred. Associate Degree or 2-year Trade School Certificate acceptable if the candidate excels in the other areas and has extensive experience.
3-5 years electromechanical experience required
Leadership experience or the desire to grow into a leader is also preferred and there will be promotion opportunities for high performers as our team continues to rapidly expand
Experience working with CRM programs such as SalesForce
Must hold valid driver’s license
Strong Work Ethic
Optimistic Problem Solver
Team Player – willing to roll-up the sleeves and be a utility infielder as required
Accountable & Dependable – consistently “Does What They Say They’re Going To Do”
Resourceful – consistently gets the important things done with limited direction
Strong Attention to Detail
Trustworthy & Honest
High Sense of Urgency
Seeks Team and Company Success Over Self-Promotion
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