The role of the Hardware Support Engineer is to provide hardware technical support to new and existing customers once the sales process is complete. Work is primarily tactical or operational in nature but may involve strategic issues. The successful candidate will be responsible for ensuring Total Customer Experience, company policies and administrative reporting performance objectives are met within the assigned geographic territory.

Responsibilities

·Installing machines at new customers’ sites

·Being the first response to customers’ technical issues

·Online and telephone troubleshooting of hardware and software technical problems

·Visiting customers’ site and machine repair to ensure customer satisfaction

·Extensive travel – 70-80%

·Working closely with other departments to ensure customer satisfaction

·Readiness to work in a start-up environment in a fast growing, dynamic company

·Appropriately utilize and leverage all resources to drive your results

·Execute on key initiatives as communicated to you by management

Education, Experience and Skills

·Associate or Bachelor's degree or trade school certification in Engineering, Design, 3D Printing or other technical; prefer 5 years of experience or equivalent combination of education and experience.

Experience in the following areas:

·Onsite and remote technical support troubleshooting technical problems

·Onsite customer visits and equipment repairs

·Capital printing equipment installation

·A self-motivated, go-and-get approach and the will to win

·Product demonstrations

·Project management role

·Detailed reporting of customer issues and resolution

·Working with external partners to deliver solution sales

·Interface with all levels in customer organization

Skills Include:

·Excellent communication - Fluent in English with excellent oral and written skill sets

·Exceptional customer service and interpersonal skills

·Technical troubleshooting

·Electrician working knowledge

·Project management, structured work approach

·Creative ability

·Resource management

·Communication skills

·Data analysis

·Negotiation skills

·Consulting skills

·Leadership qualities, credibility

·An organized, team approach

·Self-confidence

·Acuteness

·Willpower

·Intellectually flexible