3D Printing Services Engineer – SLA/SLS Expert

Formlabs; United States; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Catered lunch at the office 3 days per

Private health insurance with Medicare

A monthly or quarterly public transit*

Shares in the company (we're a double

Free beverages and snacks at the офис

All You Can Move sports pass with 9500

Free 3D prints

An inclusive, dog-friendly office with

Development opportunities both in‑hous

Fun team events

Job summary

Formlabs is seeking a technically skilled professional to join the Customer Services team as an escalation specialist for SLA/SLS platforms. You will gain deep product knowledge, assist field teams, and drive robust troubleshooting processes to resolve complex customer issues.

Ideal candidates have a engineering degree, 2–5 years of hardware/software/electrical experience, and strong data analytics capabilities.

Qualifications

• Bachelor's degree in engineering is required.
• 2–5 years in a technical role involving hardware, software and electrical systems.
• Ability to liaise between technical and non-technical teams.
• Data-driven mindset with ability to manage multiple projects under pressure.

Responsibilities

• Gain deep technical knowledge of the SLA/SLS product environment.
• Act as the technical escalation point for customer issues arising from our SLA/SLS platform(s).
• Develop and communicate technical troubleshooting steps to resolve in-field issues to our Services agents.
• Investigate issues which need further analysis to uncover root cause and partner with R&D/Documentation to deliver solutions.
• Track occurrence rate of ongoing and newly arising issues, and champion efforts across the organization to resolve them.
• Maintain systems that Services agents use to report customer issue.

Skills

Hardware & software experience

Data analytics

SQL familiarity

Education

Bachelor's degree in engineering

Tools

Google Data Studio

Job description

Formlabs is seeking a technically skilled professional to join the Customer Services team as an escalation specialist for SLA/SLS platforms. You will gain deep product knowledge, assist field teams, and drive robust troubleshooting processes to resolve complex customer issues.

Ideal candidates have a engineering degree, 2–5 years of hardware/software/electrical experience, and strong data analytics capabilities.