Product Support Specialist (3D Printing)

About the role

As a Product Support Specialist at Form Labs, you will serve as the primary point of contact for our customers, providing exceptional support and education regarding our 3D printing technology. Your role will involve assisting users with their inquiries and issues, ensuring they receive the guidance they need to effectively utilize our products. By fostering a culture of continuous learning, you will empower customers to maximize their experience with Form Labs, leaving them more informed and confident in their use of our technology.

Key facts

What you'll do

• Handle customer inquiries through various channels, including email and phone, ensuring timely responses in line with established Service Level Agreements.
• Document all customer interactions in our case management system, maintaining accurate records of technical support provided and educational opportunities offered.
• Provide technical support and diagnose issues to keep customers' printers operational, guiding them toward effective resolutions.
• Coordinate the dispatch of replacement parts, hardware, and software, along with detailed instructions to assist customers in their troubleshooting efforts.
• Collaborate with peers in the Services team and other departments at Form Labs to relay customer feedback regarding software and hardware, advocating for improvements based on user experiences.
• Gain hands-on experience with our products by printing for yourself and assisting customers with their printing needs.
• Educate customers about best practices for using Form Labs products, ensuring they understand the full capabilities of their 3D printing systems.
• Participate in team meetings and training sessions to continuously improve your knowledge of our products and customer support techniques.

Requirements

• A minimum of 1 year of experience in customer service, field services, education, or hardware support.
• A High School diploma or equivalent qualification.
• Excellent written and verbal communication skills, with a focus on empathy and understanding in customer interactions.
• Ability to troubleshoot technical issues effectively and provide clear instructions to customers.
• Strong organizational skills and attention to detail in managing customer cases.
• Willingness to learn about 3D printing technology and Form Labs products to better assist customers.

Nice to have

• Previous experience in a technical retail environment, such as working at an Apple Genius Bar or Geek Squad.
• Background in the dental field, such as a hygienist or lab technician.
• Familiarity with additive manufacturing processes and technologies.
• A degree in a STEM field, which can enhance your understanding of our products.
• Proficiency in Spanish or French to assist a broader range of customers.

Skills & tools

• Proficient in using customer relationship management (CRM) software and case management systems.
• Familiarity with 3D printing technologies and related software tools.
• Strong problem-solving skills and the ability to think critically in high-pressure situations.
• Competence in Microsoft Office Suite and other standard office software.

Practical notes

• This position is based in Milwaukee, WI, and requires you to be onsite to effectively engage with customers and team members.
• The annual salary for this role ranges from $40,000 to $52,000, depending on your skills, experience, and the value you bring to the organization.
• Form Labs offers a comprehensive benefits package, including healthcare coverage, 401K matching, and generous parental leave.
• You will have opportunities for professional development and be part of a culture that promotes inclusivity and diversity.
• Employees benefit from an equity program that allows them to share in the company's success through Restricted Stock Units (RSUs).

META

Company: Form Labs

Title: Product Support Specialist (3D Printing)

Listed

location: Milwaukee, WI

At Form Labs, we are dedicated to transforming the way individuals and organizations create and innovate. Our advanced 3D printing technology is utilized by over 50,000 industry leaders, including major companies like Apple, Google, and NASA. We are a diverse team of builders, engineers, and innovators, all working together to redefine manufacturing and design processes. If you are ready to contribute to a dynamic company that is at the forefront of 3D printing technology, we encourage you to apply for this role.

We are committed to being an equal opportunity employer and value diversity within our workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you believe you can make a positive impact at Form Labs, we welcome your application, even if you do not meet every single requirement listed. Join us in building an inclusive community that is shaping the future of 3D printing.