Department

Additive Manufacturing Business Unit

Reports To

Director of Additive Manufacturing Business Unit

EAC Contact

EAC Human Resources

Location

Hybrid - Minneapolis, MN

Responsibilities

Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

• 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.

Qualifications

An equivalent combination of education, training and experience will be considered.

• Education & Experience
• Bachelor’s degree preferred; equivalent combination of education and experience will be considered.
• 2+ years of relevant technical or field service experience preferred.
• Experience with Additive Manufacturing Industry.
• Technical & Professional Skills
• Strong troubleshooting and problem-solving abilities.
• Ability to quickly learn and adapt to new technologies and hardware systems.
• Proficiency in documenting service activities and managing schedules.
• Customer & Communication Skills
• Must have excellent verbal and written communication skills.
• Strong interpersonal and customer relationship skills.
• Ability to effectively train and engage customers in person.
• Core Competencies
• High attention to detail and strong organizational skills.
• Self-motivated with the ability to take initiative.
• Results-oriented with a focus on customer success.
• Adaptable and able to perform effectively in dynamic environments.
• Ability to manage stress and maintain composure under pressure.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.

• Ability to work in a remote environment or in-office.
• Exposed to moderate noise levels

Physical Abilities

Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Light sedentary office work.
• Ability to stand for long periods of time.
• Ability to travel around 25-50% of the time via ground or air transportation.

 
NOTE: This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws. Certain job functions described herein may be subject to possible modification in accordance with applicable state and federal laws.

NOTE TO COLORADO RESIDENTS: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or date of school attendance or graduation. You will not be penalized for redacting or removing this information.

EEO Statement: EAC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state, or local laws.

Benefits

• Medical insurance
• Employer Paid Short Term Disability
• Flexible PTO (take as you need, no accrual)
• Vision insurance
• Dental Insurance
• 401(k) Plan with Employer match
• Basic Life, AD&D, and Disability Insurance
• Employee Assistance Program
• Paid Holidays

Yes I’m Interested! – If you are interested in this position, please click our Applicant Tracking System Link to Smart Recruiters below. Please make sure to answer the screening questions and attach your resume for consideration. The Base annual salary for this salaried, exempt Full-Time hybrid position is $60K (eligible for up to 5% variable pay). 

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