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Service Support Engineer (multiple U.S. locations)

01 november, 2018

Additive Industries

Additive Industries is dedicated to bringing metal additive manufacturing for functional parts from lab to fab by offering a modular 3D printing system and a seamlessly integrated information platform to high-end and demanding industrial markets. With substantially improved reproducibility, productivity, and flexibility, Additive Industries redefines the business case for additive manufacturing applications in aerospace, automotive, medical technology and high-tech equipment.

Job mission

The number of systems installed in the USA is increasing and is expected to grow further in the near future. To reduce the response time to our customers in this region we are looking for a Service and Support Engineer, based in Southern California, Mid-West and East Coast to join the Additive Industries’ Customer Lifecycle Support team. This multidisciplinary team is responsible for all service and support activities within Additive Industries, for the complete product lifecycle. The Customer Lifecycle Support Engineer is an important interface between the customer and the Additive Industries research and development, marketing and sales teams and possesses excellent customer relations skills.

You understand that a well-prepared execution of system installations, upgrades, replacements and maintenance is key to maximize the value of the Additive Industries’ metal additive manufacturing system. Preparations will start with a customer site survey and proceed to the factory acceptance test (FAT) of the system where you will cooperate with the production team. You will coordinate the shipment to the customer and execute the system installation and setup at the customer’s facilities. The installation is completed with a site acceptance test (SAT) and a training for our customer’s operators and technicians. After a successful installation, continuous condition monitoring, maintenance, performance evaluation, diagnosis, upgrades and problem solving are an important part of your job. You will provide support remotely and on-site to maximize uptime. You will be the first and direct contact person for customers located in your region.

The ingredients for a successful performance are in sum:

  • Organize and execute successful installations at customer site resulting in final acceptance
  • Provide general training to customers’ operators and technicians
  • Provide 1st line support of Additive Industries’ products, remotely and when needed on site
  • Execute condition monitoring, evaluate, diagnose and resolve problems
  • Provide support to customers with preventive and corrective maintenance
  • Install and monitor remote support tools and issue tracking processes
  • Capable of working well remotely
  • Willing to travel up to 50% of the time
  • Excellent social, written and verbal communication skills
  • Commercial acumen
  • Stress resistant

Reporting

The Service and Support Engineer reports to the General Manager US Operations based in Camarillo, CA

Knowledge and experience

Education

Bachelor’s degree in Mechanical Engineering, Industrial Engineering, Industrial Technology, Control- or Electrical Engineering, Industrial Automation or equivalent work experience 

Work experience

  • Minimum of 3 years of experience with high tech systems and specifically hands-on experience with installing and/or servicing high tech systems
  • Basic knowledge of control technology and electrical systems
  • Experience using Windows and remote assistance tools
  • Familiar with the terms FAT, SAT, design for testability, assembly and serviceability
  • Proven skills in information retrieval, analytical thinking and troubleshooting
  • Experience and discipline to write technical reports on a daily basis to various stakeholders in the organization
  • Practical experience in providing training to end-users
  • Ability to lift at least 30 pounds

Additive Industries Culture

Additive Industries is a young and fast-growing professional organization. We have developed a strong pragmatic team attitude in which we work and experiment together in achieving our joint goals. We are looking for a broad range of people with diverse backgrounds to join our organization. We have formulated the following personal traits contributing to our company culture:

  • Open, self-confident and result oriented
  • Driven by technical challenges, eager to learn and entrepreneurial
  • Proven team player who takes ownership
  • Professional and structured
  • ‘Fun to work with’
  • Additive Industries believes in equal employment opportunity