3D Printer Support and Repair Technician

By providing 3D printing products to market leaders, Dynamism connects innovative people with exceptional technology. From engineering to education, healthcare to the arts, our best-in-class hardware, software, on-demand print services, and unbiased expert advice has helped countless clients find the perfect solutions for their unique applications. Above all, we are proud to provide white-glove customer service that ensures the first sale is only the first step in a long customer relationship.

To ensure our company can both build long-term customer relations and improve our expertise in additive manufacturing, we are excited to begin our search for a new Desktop Printer Support and Repair Specialist. In this role, your responsibilities will include:

• Customer-Facing Communications: Utilize your excellent verbal and written communication skills to assure customers that they're in good hands. Establishing a productive rapport not only makes it easier for you to identify and solve a customer's problem, but it also ensures the longevity of that customer relationship. Our dedication to post-sale customer care sets us apart from our competitors, and you will serve a crucial role in fulfilling that promise.
• Diagnostics and Troubleshooting: Work with customers to identify the issue with their product and determine a course of action, including whether the machine should come in for hands-on repair. As you guide them through these corrective steps, you will also need to collect thorough and organized documentation in order to assist with processing potential returns or elevating the case to the manufacturer's attention when the need arises. To this end, you will also need to gain excellent familiarity with both our desktop 3D printers and 3D scanners but also the support guides their manufacturers provide.
• Paid Repairs: When a machine needs more than remote guidance, you will perform the repair yourself. This covers billable repair work on customer-owned equipment as well as the refurbishment of units at our facility so they can be returned to service or resold with confidence. You will scope the work, quote it, source the necessary parts, complete the repair, and verify performance before the machine goes back out the door.
• Freight Claim Intake: Machines occasionally arrive damaged. When that happens, you will handle the intake of the freight claim by gathering photographs, packaging details, delivery records, and a clear account of the damage, then submitting that documentation so the claim can move forward promptly.
• Manufacturer Support Relations: Once all troubleshooting options have been attempted, you will sometimes need to hand over a support case to the machine's manufacturer. In such situations, you will need to introduce the customer and their case to the manufacturer's support team in such a way that minimizes the customer's need to repeat themselves or retry previously attempted troubleshooting steps.
• Team Support: Your expertise with our products will make you an invaluable resource for coworkers. As needed, you will answer any questions your coworkers may have regarding our desktop printers and 3D scanners, and you will identify common issues our customers report in order to keep your coworkers up to date on the problems and any solutions.

Candidates must have:

• A deep understanding of the use and maintenance of 3D printers
• Mechanical aptitude and comfort performing bench-level repairs
• Excellent written and verbal communication skills, especially in a customer service environment
• A keen eye for detail
• A strong talent for problem solving

Job Type: Full-time

Pay: $49,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Ability to Relocate:

• Chicago, IL 60622: Relocate before starting work (Required)

Work Location: In person

Salary : $49,000 - $55,000