This role supports customers in using and troubleshooting their equipment, combining technical knowledge with clear communication and practical problem-solving.
You will work directly with customers through support tickets, live chat, and phone calls. The position offers an opportunity to apply your engineering background, build detailed product knowledge, and help users resolve technical issues across a range of 3D printing applications.
Key Responsibilities
- Provide technical support for 3D printing products through phone, live chat, and support tickets, addressing questions about equipment setup, operation, and troubleshooting.
- Gather relevant information about reported issues, ask diagnostic questions, and guide customers through appropriate troubleshooting steps.
- Apply knowledge of mechanical, electromechanical, and electrical systems to investigate equipment issues and identify potential causes.
- Explain technical information clearly, adapting your communication to customers with different levels of product knowledge and technical experience.
- Maintain accurate records of customer concerns, troubleshooting actions, and case outcomes to support effective follow-up.
- Escalate cases requiring further investigation to the appropriate internal teams, providing clear descriptions of the issue and actions already taken.
- Collaborate with colleagues to resolve customer issues and share recurring technical questions that may help improve support documentation and processes.
- Keep product knowledge up to date as equipment, features, and support procedures evolve.
Qualifications
- An educational background in Mechanical Engineering, Mechatronics, Electrical or Electronic Engineering, or another relevant technical discipline.
- German language proficiency at CEFR B2 level or above, sufficient to discuss technical issues with customers and explain troubleshooting instructions through written and verbal communication.
- A sound understanding of technical systems and a structured approach to investigating and solving problems.
- Practical technical ability demonstrated through employment, academic projects, laboratory work, or personal projects.
- Clear communication skills and a patient, service-oriented approach to customer support.
- An interest in 3D printing and a willingness to develop detailed knowledge of products, equipment operation, and troubleshooting methods.
- Willingness to work on-site in Frankfurt and provide customer support primarily through tickets, live chat, and phone calls.
Experience with 3D printing or additive manufacturing is preferred. Relevant experience may include:
- Professional experience operating or supporting 3D printing equipment.
- University coursework, laboratory work, or engineering projects involving 3D printing.
- Personal experience setting up, operating, adjusting, or troubleshooting a 3D printer.
- Practical technical projects supported by a strong mechanical or mechatronics foundation.
Experience with professional or industrial 3D printing equipment is an advantage, but commercial 3D printing experience is not required.
Applicants without previous full-time work experience are welcome to apply. Academic and personal projects will be considered when assessing technical knowledge, hands-on ability, and problem-solving skills.
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