3D Printing Tech Support Specialist

Formlabs; Milwaukee (WI); Hybrid; USD 48,000 - 68,000; Full time

Benefits offered by this job

Equity program

Healthcare coverage

401K matching

Parental Leave

Sabbatical Leave

Flexible Out of Office Plan

On-site parking

Unlimited 3D prints

Job summary

Formlabs in Milwaukee, WI is seeking a Technical Support Specialist to join our Global Services team. You will be the first line of contact for customers, diagnosing issues, providing clear guidance, and educating users to keep their Formlabs printers printing.

You will collaborate with product and services teams, dispatch parts as needed, and continually learn to improve the customer experience. This position is on-site in Milwaukee.

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 multiple channels, including email and phone conversations with our customers.
• Respond within the published Service Level Agreements, and promise to our customers.
• Log all contacts in cases and provide technical support, diagnosis, and customer education opportunities in an effort to keep them printing and machines working, towards issue resolutions.
• Dispatch replacement parts, hardware, and software, along with instructions and guidance per business guidelines.
• Work with Services peers and Formlabs teams to be the voice of the customer on software and hardware-related feedback.
• Learn our products, and print for yourself and for our customers.

Skills

Customer service

Empathetic communication

Hardware support

Education

High School diploma or equivalent

Job description

Formlabs in Milwaukee, WI is seeking a Technical Support Specialist to join our Global Services team. You will be the first line of contact for customers, diagnosing issues, providing clear guidance, and educating users to keep their Formlabs printers printing.

You will collaborate with product and services teams, dispatch parts as needed, and continually learn to improve the customer experience. This position is on-site in Milwaukee.