Service & Support Engineer

Additive Industries B.V.; Eindhoven; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

Additive Industries B.V. is seeking a Service and Support Engineer to join our Customer Lifecycle Support team. You will oversee installations, provide training, and deliver remote and on-site technical assistance to world-wide customers.

You will begin in the operations team for onboarding and gain deep product understanding of our metal additive manufacturing systems. Responsibilities include coordinating shipments, performing FAT/SAT, site installations, and ongoing maintenance support to

Qualifications

• Bachelor’s degree in Mechanical Engineering, Control- or Electrical Engineering, Software Engineering, Industrial Automation or similar.
• Experience with high tech systems and hands-on installing/servicing high tech systems.
• Basic knowledge of control technology and electrical systems.
• Experience with providing remote service.
• Familiar with FAT, SAT, design for testability, assembly and serviceability.
• Proven skills in information retrieval, analytical thinking and troubleshooting.
• Experience and discipline to write technical reports for stakeholders.
• Experience with training end-users.

Responsibilities

• Organize and execute system installations at customer site.
• Provide general training to customers’ operators and technicians.
• Provide 1st line support remotely and on-site when needed.
• Perform condition monitoring, evaluation, diagnosis and resolve problems for 24/7 production.
• Support customers with preventive, periodic and corrective maintenance.
• Install and monitor remote support tools and issue tracking processes.
• Travel up to 50% of the time.
• Communicate effectively with customers and internal teams.

Education

Bachelor’s degree in Mechanical Engineering, Control- or Electrical Engineering, Software Engineering, Industrial Automation or similar

Tools

Beckhoff PLC software

Job description

Do you enjoy working with cutting-edge technology, solving complex technical challenges, and working directly with customers around the world? At Additive Industries, you'll play a key role in ensuring our metal additive manufacturing systems perform at their very best.

Responsibilities

We are looking for a Service and Support Engineer to join the Additive Industries’ Customer Lifecycle Support team. This multidisciplinary team is responsible for all service and support activities within Additive Industries, from system handover by the production team until end-of-life arrangements at our customers. The Customer Lifecycle Support team is an important interface between the customer and the Additive Industries team (research and development, engineering and sales). Next to that the Service and Support Engineer is also an important commercial ambassador.

You understand that a well-prepared execution of system installations, upgrades, replacements and maintenance is key to maximize the value of the Additive Industries’ metal additive manufacturing system. Preparations will start with the factory acceptance test of the system where you will cooperate with the production team. You will coordinate the shipment to the customer and execute the system installation and setup of the system at the customer’s facilities. The installation is completed with a site acceptance test and a training for our customer’s operators and technicians. After a successful installation, continuous condition monitoring, maintenance, performance evaluation, diagnosis, upgrades and problem solving are an important part of your job. You will provide support remotely and if required on-site to maximize uptime. You will be the first and direct contact person for a limited number of customers where you have completed installations.

As part of your training, the first months you will join the operations team, to gain full understanding of the systems we build.

The ingredients for a successful performance are in sum:

• Organize and execute successful installations at customer site resulting in final acceptance
• Provide general training to customers’ operators and technicians
• Provide 1 st line support of Additive Industries’ products, remotely and when needed on site
• Execute condition monitoring, evaluate, diagnose and resolve problems to enable 24/7 production
• Provide support to customers with preventive, periodic and corrective maintenance
• Install and monitor remote support tools and issue tracking processes
• Willing to travel up to 50% of the time
• Excellent social and communication skills
• Commercial acumen
• Stress resistant
• Fluent in English, knowledge of Dutch, German and/or French language in word and writing is considered an advantage

Reporting

The Service & Support Engineer reports to the Team Lead Services EMEA & APAC.

Knowledge and experience

Education:

Bachelor’s degree in Mechanical Engineering, Control- or Electrical Engineering, Software Engineering, Industrial Automation or similar.

• Experience with high tech systems and specifically hands‑on experience with installing and/or servicing high tech systems
• Basic knowledge of control technology and electrical systems
• Experience with providing remote service
• Familiar with the terms FAT, SAT, design for testability, assembly and serviceability
• Proven skills in information retrieval, analytical thinking and troubleshooting
• Experience and discipline to write technical reports on a daily basis to various stakeholders in the organization
• Practical experience in providing training to end-users
• Experience with Beckhoff PLC software is an advantage

Additive Industries is a young and fast growing professional organization. We have developed a strong pragmatic team attitude in which we work and experiment together in achieving our joint goals. We are looking for a broad range of people with diverse backgrounds to join our organization. We have formulated the following personal traits contributing to our company culture:

• Open, self-confident and result oriented
• Driven by technical challenges, eager to learn and entrepreneurial