Field Service Technician - 3D Printers

EAC Product Development Solutions; Minneapolis (MN); On-site; USD 60,000 - 90,000; Full time

Job summary

Doist is seeking a Customer Support & Technical Service specialist to troubleshoot 3D printing hardware and provide on-site diagnostics and maintenance. This role involves travel to customer locations across Minnesota and neighboring states, with a focus on delivering high-quality on-site onboarding for Premium Hardware Service customers.

The position requires professional communication, problem-solving in the field, and collaboration with Sales, Customer Success, and Sustaining Engineering

Qualifications

• Customer-facing role requiring clear communication and problem-solving.
• Ability to troubleshoot 3D printing hardware and related equipment.
• Willingness to travel to customer sites and perform on-site diagnostics and maintenance.
• Coordinate with internal teams to ensure customer issues are resolved efficiently.

Responsibilities

• Troubleshoot 3D printing hardware issues via phone and email for customers and partners.
• Perform on-site diagnostics, preventative maintenance, and break-fix repairs.
• Travel to customer locations to deliver services and onboarding.
• Document all service activities and communicate findings to Sales/CSM.

Skills

Customer service

Troubleshooting

Field service

Communication

Scheduling

Job description

Customer Support & Technical Service

• Troubleshoot 3D printing hardware issues via phone and email for customers and partners
• Perform on-site diagnostics, preventative maintenance, and break-fix repairs
• Ensure timely and complete resolution of technical issues, with a focus on single-visit success

On-Site Engagement & Training

• Travel to customer locations (primarily Minnesota, Wisconsin, and Iowa, but not limited to) to deliver services
• Provide in-person onboarding and training for Premium Hardware Service customers
• Maintain a high level of professionalism and customer experience during all on-site interactions

Travel & Field Operations

• Travel up to 100% as needed (average estimated at 30–50%)
• Utilize personal transportation for travel (mileage reimbursement provided)
• Manage scheduling of preventative maintenance visits and service appointments

Documentation & Communication

• Accurately document all service activities and on-site visits
• Communicate key findings and customer insights to Sales Account Managers and Customer Success Managers to support account growth and retention
• Collaborate cross-functionally with Customer Fulfillment, Sales, and Sustaining Engineering teams to resolve customer issues efficiently

Inventory & Preparedness

• Maintain and manage inventory of tools, spare parts, and service equipment
• Ensure readiness for all on-site visits with appropriate materials and resources

Problem Solving & Adaptability

• Respond effectively to unexpected challenges in the field
• Make real-time decisions to maintain service quality and customer satisfaction
• Identify opportunities to improve processes and customer outcomes
• Perform other duties as assigned based on evolving business needs