3D PRINTER TECHNICIAN
ROLE TYPE: Full Time, Part Time
We are focused on delivering excellent service and providing our clients with a continued premium experience.
We are looking for motivated, talented people who like a challenge!
This is a hands-on, diagnostic and problem-solving role whereby you will assist our clients with your expertise to resolve technical issues.
MAIN PURPOSES OF JOB
To provide first-class Technical Support to customers
To successfully manage our customers’ technical queries by providing quick and efficient support in a clear and concise manner, whilst developing and maintaining positive customer relationships
To undertake diagnosis, servicing and repairs on customers’ 3D Printers
Provide Technical Support for the full range of 3D printers, equipment and services to customers
Manage and respond directly to customer technical queries via phone, email and in-person
Identify, diagnose, research and resolve customers’ technical problems and make timely and informed decisions to troubleshoot issues and solve customer technical queries
Become an extension of EcubMaker’s product manufacturers technical teams, to obtain appropriate guidance and authorisation for repairs, replacement parts, warranty claims and technical updates
Help to create clear and concise technical guides, instructions and replies in order to successfully resolve customer queries
Assist in the creation of content for different marketing materials, newsletters, videos, etc by providing technical guidance where required
Maintain the required level of product knowledge on our products to enable our customers to be successful.
Collect relevant technical information and regularly brief the team on any known issues or key product developments
KEY RESULTS / OBJECTIVES
Happy customers: successfully manage and resolve customer technical queries in a timely manner with a positive customer experience
Become an expert in all aspects of our products, and 3D printing in general
Help to build technical service documentation
REQUIRED SKILLS / COMPETENCIES
Professional & excellent customer care skills, with a desire to develop long-term rapport & strong client relationships
Problem-solver with strong analytical and planning skills, who can prioritise effectively, make decisions and multi-task
Excellent communication skills, both verbal and written with the ability to provide clear and simple instructions
Ability to assess customers’ support needs and provide appropriate solutions
Flexibility to regularly switch between different technical specialities, products and skill sets whilst maintaining a high customer service level
Ability to thrive on change as products evolve, quickly assimilate and retain new information
Strong technical aptitude and problem-solving skills
DESIRABLE PERSONAL QUALITIES
High levels of enthusiasm and a positive attitude to work
Excellent time management skills
Ability to use own initiative and work with clients, suppliers and team members at all levels
Ability to maintain composure and strong customer focus while troubleshooting and solving issues
Ability to provide reassurance to customers when delivering product diagnosis and potential solutions
Have a natural desire and inquisitiveness into new technologies
High levels of professionalism and conscientiousness
Fluent in the English language
3D printer knowledge and experience are desirable
CAD knowledge is desirable
In-depth product training will be provided, and the successful candidate will also gain personal development, industry knowledge, experience and exposure
The successful candidate will be joining a fast-growing business within an expanding industry.
Depending on performance, they will have the opportunity to develop the position further into more depth on a particular technical specialism, or progression to team leader or management roles.
Salary and remuneration dependent on skills and experience