Regional Technical Specialist – European Union, Milan, Italy

Desktop Metal, based in Burlington, Massachusetts is reinventing the way engineering and manufacturing teams produce metal parts - from prototyping through mass production. Our mission is to advance product innovation with metal 3D printing. Founded in 2015 by leaders in advanced manufacturing, metallurgy, and robotics, the company is addressing the unmet challenges of speed, cost, and quality to make metal 3D printing an essential tool for engineers and manufacturers around the world. Desktop Metal has raised a total of $438 million in financing. Among the company’s investors include GV (formerly Google Ventures), GE Ventures, Koch Ind, BMW, Ford, Lowe’s, and Techtronic Industries (TTI)

We are expanding its activities outside of the United States to the European Union and hiring highly talented employees in their field of expertise. As the Regional Technical Specialist in the EU and a team member of the Desktop Metal Customer Support department, you will be a main point of contact and interface for all technical aspects between Desktop Metal, HQ and the European market. Provide high-level 2nd tier technical and on-site support for all Desktop Metal product lines. Ensure customer satisfaction, resellers success, and reseller education. Assist in the launch of new products. Provide field feedback to drive product development, ongoing troubleshooting and technical support, remote and on-site. Provide R&D, Engineering, and SW teams feedback to continuously improve Desktop Metal Products.

Responsibilities:

  • The main point of contact and interface for all technical aspects between Desktop Metal, HQ and the European market
  • Leading Desktop Metal’s technical support in the region and provide support to the resellers and customers on both Desktop Metal machines and SW
  • Utilizing excellent customer service skills and exceed customers’ expectations
  • Visiting high profile customers
  • Providing 2nd tier remote technical support to resellers engineers
  • Conducting conference calls and webinars with dealers’ technical staff
  • Conducting technical training on-site for reseller’s engineers
  • Mentoring resellers engineers and annual recertification on-site test
  • Training customers on-site and ensure knowledge and product competence  
  • Leading with the reseller’s engineers escalated cases
  • Running beta test installations and feedback acquisition
  • Ensuring implementation of Engineering/Field Change Orders
  • Identifying training requirements to increase field engineers’ proficiency
  • Install products on-site at customers including testing, tune-up, and final configuration
  • Identifying HW, SW and AE problems and report back to Desktop Metal to increase systems reliability
  • Providing periodical reports of the region
  • Sales support prior to machine sales or shipment
  • Assisting technical writers localizing service and configuration documentation  
  • Other projects as assigned

Basic Qualifications:

  • 5 years experience in customer support in a technical role
  • Ability to resolve complex issues in creative, efficient, and effective ways
  • Excellent written and oral communication skills
  • Experience in 3D printing or advanced manufacturing preferred
  • Self-motivated and team player
  • Able to work independently in stressful situations
  • Able to be flexible in a dynamic and fast growing environment
  • Fluent in Italian and English
  • Up to 55% travel required
  • International travel is required
  • Residence based in Milan greater area

Preferred Skills:

  • BS in Robotics, Computer Science, Electrical or Mechanical Engineering or equivalent
  • Experience with Powder Bed Fusion / Binder Jetting metal additive manufacturing
  • Customer Success focused
  • Able to organize and prioritize workload
  • Knowledge of German, Spanish or French

 

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