Services Engineer

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

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world. Our printers are used by Google, Tesla, Gillette, and New Balance, just to name a few.

Founded in Boston in 2011, and reaching unicorn status in 2018, Formlabs is nowvalued at 2Bn dollars and is one of the leading 3D printer manufacturers in the world. We opened our Budapest office to establish key Engineering and Business teams in the region. With a dynamically-growing team of 100+ dedicated people, we're building a company so diverse that we can tackle any challenge.

The primary goal of our Customer Services team is to give our users the best tools and an amazing experience. At Formlabs, that means answering every question – no matter how small – and providing the resources to enable our users to innovate and create.

The Job:

• Gain deep technical knowledge of the SLA (stereolithography) / SLS (Selective Laser Sintering) 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

You:

• Bachelor's degree in engineering
• Have 2-5 years of experience working in a technical role, ideally involving hardware, software and electrical systems
• Demonstrated experience liaising between technical and non-technical teams
• Highly accountable for pushing projects to completion, across multiple teams and stakeholders
• Can balance daily responsibilities and escalations with long term projects. Calm under pressure or when an answer is unknown.
• Have an acuity for data and analytics, and ideally familiarity with SQL and/or Google DataStudio (or similar)

Bonus Skills:

• Passion for 3D printing and emerging technologies
• Experience in a fast-growing startup environment
• SQL experience or similar data background

We Offer:

• Hybrid work
• Catered lunch at the office 3 days per week
• Private health insurance with Medicare (Blue package + hospital coverage)
• A monthly or quarterly public transportation pass for Budapest
• Shares in the company (we're a double unicorn company!)
• Free beverages and snacks at the office
• All You Can Move sports pass with 9500 HUF monthly allowance
• Free 3D prints
• An inclusive, dog-friendly office with diverse and inspiring colleagues
• Development opportunities both in-house and off-site
• Fun team events
  

We build amazing things. Come join us!

We are an equal opportunity employer and value diversity in our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.

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