3D Printing Support Specialist — Customer Success

Formlabs; Milwaukee (WI); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Robust RSU equity

Healthcare coverage

401K matching

Parental leave

Sabbatical leave

Flexible time off

On-site parking

Healthy on-site meals

Professional development

Unlimited 3D prints

Job summary

Formlabs in Milwaukee seeks a customer support specialist to serve as the primary gateway for customers, providing expert guidance to ensure printers stay printing and customers stay informed. You will handle cases via email and phone, diagnose issues, dispatch parts, and share feedback with product teams.

Ideal candidates have 1+ years in customer service, strong communication, and a hands-on technical mindset. This role offers strong benefits and equity in a growing 3D printing leader.

Qualifications

• 1+ years of customer service (contact center, field services) or hardware support experience.
• High School degree or equivalent.
• Strong written and verbal empathetic communication skill.

Responsibilities

• Accept and work on customer cases through channels including email and phone.
• Respond within the published Service Level Agreements.
• Log all contacts in cases and provide technical support, diagnosis, and customer education.
• Dispatch replacement parts, hardware, and software with instructions per guidelines.
• Collaborate with Services peers and Formlabs teams to relay customer feedback on software and hardware.
• Learn our products and print for yourself and customers.

Skills

Customer service

Communication skills

Empathy

Technical aptitude

Additive Manufacturing

Spanish or French language

STEM knowledge

Education

High School diploma or equivalent

Job description

Formlabs in Milwaukee seeks a customer support specialist to serve as the primary gateway for customers, providing expert guidance to ensure printers stay printing and customers stay informed. You will handle cases via email and phone, diagnose issues, dispatch parts, and share feedback with product teams.

Ideal candidates have 1+ years in customer service, strong communication, and a hands-on technical mindset. This role offers strong benefits and equity in a growing 3D printing leader.