Problem solver with people skills
For our new, regional America's office in Boston, Ultimaker is looking for a Technical Support Engineer in order to support and educate Ultimakers partners (distributors and resellers).

Working hours: Fulltime

Location: Boston Area/East Coast, USA. Post-Covid travel to the office 2-3 days a week is required.

Our mission is to accelerate the world's transition to local manufacturing and digital distribution. We're investing to accelerate our momentum and we're looking to grow our global team and expand and create a lasting footprint in the 3d Printing market. If you constantly strive for excellence, are passionate about innovation, and want to work with a collaborative, energetic team - then Ultimaker is for you.

WHAT PART WILL YOU PLAY IN CHANGING THE WORLD?

Ultimaker is looking for a client-focused, Technical Support Engineer to join our Customer Services team to provide consultative solutions related to any issues impacting client productivity that may be associated with hardware, infrastructure and application anomalies.  

You have a strong background working with hardware and software and have an interest in working directly with clients to provide consultative solutions and education based on their business needs.

In this important role you are a meeting point for our partners, customers, and Ultimaker teams and have a great impact on our joint success.

You report into our VP Customer Service, located in the Netherlands. You have 9 peers, located the US, EMEA and APAC and work closely together with our Product Management, R&D and Sales teams.

Your external stakeholders are our partners (the distributor and resellers) in the US & Latin America and end-customers.

WHAT DOES YOUR SUCCESS LOOK LIKE

You are incremental in making it possible to maximize our customers’ potential post-sales. You do not only help partners solve single issues, but you also have a pro-active mindset and help all partners to prevent similar issues from happing again. You are the enabler of our partners and help them to let customers get the most out of the Ultimaker solution. When customers contact you directly you make sure that our partners are enabled to execute the solution themselves and strengthen their ability to service their customers.

You know how to dig deeper and really understand the problems and needs of our customers; what the importance is for the customer to fix a problem speedy, what the negative impact can be for their business if a solution is not found within a certain time frame. Your consultative approach, quick response time and problem-solving capabilities make that, after customers have been in contact with the partner that you enabled, or with yourself directly, they feel they made the right decision to go with Ultimaker.

You are responsible for:

AFTER SALES SUPPORT TO PARTERS in the Americas but also supporting APAC and EMEA partners in the US time zone: E-mail and helpdesk support, using the Zendesk Customer Service software. Interact directly with customers to help customers best make use of 3D printing, diagnose and solve technical hardware problems and software problems in a set time frame. Analyze and clarify customer requests by researching and troubleshooting the existing knowledgebase. Root cause analyses. Inspect cases for technical complexity and advise our customers accordingly. Direct support to resellers and distributors remote, leveraging the capabilities of our service network. Check product and service documentation for completeness and accuracy. Communicate with product experts and R&D in order to find solutions and contribute to continuous improvement.

TRAINING: Organizing and hosting technical trainings for dealers and distributors. Monitoring dealer skills and alerting management about technical issues. Elaborate the knowledge base for internal / external use.

RETURN REQUESTS AND WARRANTY CHECKS: Checking and approving warranty claims and return requests from our resellers. Aligning with channel sales about warranty terms and conditions.

SALES SUPPORT: Advising and training salespersons about machine specifications, proper usage and features. Advising sales when specific applications or machine requirements arise

On average you touch about 30 inquiries a day.  

WHAT DO YOU BRING

  • Education: Technical University, gained through work experience;
  • Business fluent written and oral communication skills in English and Spanish;
  • Minimum of 5 years in direct B2B (business-to-business), servicing of (3d) printing and services technology or other comparable technology;
  • More than average IT skills and proven knowledge;
  • Experienced in organizing and hosting B2B trainings;
  • Knowledge and experience with technical support systems and troubleshooting procedures;
  • Knowledge and experience with warranty terms and the decision making process;
  • Customer and service minded attitude;
  • Problem solver, flexible, strong communicative skills;
  • Team player;
  • Eager and fast learner;
  • High energy level, you are results oriented and are willing to do what it takes to grow yourself and the team;
  • Strong in planning, able to prioritize and are able to push back where necessary in order to reach your KPI's;
  • You enjoy working in a fast paced, constantly changing scale-up company with high ambition levels an environment which throws challenges and presents new opportunities for your future development.

THE BENEFITS OF WORKING WITH US

  • A competitive salary in line with your experience;
  • Ultimaker makes contributions to your pension;
  • We pay for your daily commute based on public transport;
  • 11 days of paid leave per year;
  • Use of an Ultimaker 3D printer;
  • An open, family atmosphere, and a fun work environment;
  • Work in a young and energetic team;
  • Free lunch with healthy sandwiches, salads and a daily special (once the office opens);
  • A convenient location within walking distance of public transport and near the highway;
  • Room to expand your knowledge by following courses and going to meetups.

 ABOUT ULTIMAKER

Ultimaker has been in operation since 2011, and over the years has grown to become a market leader, creating powerful, professional and accessible desktop 3D printers. With offices in the Netherlands, New York, Boston, and Singapore, plus production facilities in both Europe and the US, Ultimaker’s team of more than 400 employees continually strives to accelerate the world’s transition to local digital manufacturing by offering the highest-quality 3D printers, software, and materials on the market.

We are ordinary people with extraordinary plans. Creating high-quality products is our driver. Our passion and creativity help us to make the unbelievable believable. Join us and together we can make it happen!

INTERESTED?

Interested in working at this young, fast-growing, technology advanced company? We are looking forward to receiving your resume and motivation letter in English.

Agency calls will not be appreciated.

Apply for this Job

* Required
  
  


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Ultimaker are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.