What are the responsibilities and job description for the Customer Support Engineer position at 3dMD?
Company Description
For more than 25 years, 3dMD has been a leading global provider of dynamic 3D/4D dense-surface camera systems, supporting innovations in healthcare, Computer Vision, Artificial Intelligence (AI), Machine Learning (ML), humanoid robotics, AR/VR, human factors, and wearable technology. 3dMD customer teams use 3dMD to support their mass recruitment data collection initiatives to train AI/ML, imaging health, and design products and wearable tech. 3dMD’s technology impact is validated by hundreds of peer-reviewed investigative research publications.
Role Description
This is a full-time, in-person role for a Support Engineer at 3dMD's location in Atlanta, GA. 3dMD is looking for a self-motivated, detail-oriented individual, who is looking for a career development opportunity, to become a team member ensuring that 3dMD’s 3D/4D product portfolio and services continue to be world-class.
Responsibilities and Duties
The Support Engineer will have a host of duties that include supporting 3dMD’s 3D/4D product portfolio with daily interactions across its global customer base. Duties will encompass these key areas: post-sales product support, production, product installation, and customer training.
Post-Sales Product Support
- Use problem-solving skills to investigate and resolve a broad range of issues and questions daily.
- Identify issues and implement resolutions with customers in a timely manner via phone, email, and on-line access.
- Contribute to team success by assisting fellow team members with escalated client issues.
- Use and document all customer interactions proficiently within the Company’s customer relation management system.
- Coordinate with 3dMD customer teams to ensure successful system installations and relocations while maximizing customer system up-time.
- Participate in product planning cycles representing the interests of 3dMD customers.
- Identify and confirm customer workflows and use cases to provide valuable input for 3dMD Development teams in issue resolution and long-term product improvement.
- Remotely connect to customer systems to perform application updates, including installing and upgrading software; implementing file storage strategies; and configuring optimal data workflows.
- Accommodate flexible late day hours to support US West-Coast time zones.
Production
- Collaborate with 3dMD team on hardware and software production ranging from assembly to configuration.
- Provide detailed documentation of customer inventory, configurations, and communications, as well as provide summaries for 3dMD management team.
Product Installation and Customer Training
- Install 3dMD product lines at customer sites within the Americas, Asia, and Australia.
- Provide customers with product training either online or on-site.
Travel. Travel is required. 10% to 30% as required.
Qualifications
- Bachelor's Degree (Technical/Engineering field is a plus) or equivalent experience required.
- Experience including team or project management is a plus.
Technical Skills
- Hardware. PC assembly including installing and configuring Microsoft Windows, basic networking, basic electronics and troubleshooting (Certifications are a plus).
- Ability to interpret and follow assembly instructions/schematics.
- Photographic. Experience with (or an interest in) photographic equipment is a plus – cameras, flashes, etc.
- Operating Systems. Microsoft Windows OS (knowledge of Linux is a plus)
- Software. Strong skills using Microsoft Office; experience with photo editing and CAD tools are a plus.
- Other. Experience with coding/scripting is a plus.
Skills
- Excellent written (a must), oral, interpersonal, and phone skills
- Excellent analytical and problem-solving abilities
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Must work well independently and meet deadlines
- Very strong customer service orientation
- Experience with travel outside of the USA is a plus
Other Requirements
- Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
- Successful background check, verification, and drug test