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We are looking for an engaging, dynamic, and driven individual to join our Customer Solutions team and to drive high level field service and customer support to our Value Added Reseller community. As a support engineer, you will be responsible for Customer Support and Field Service Support for the APAC region at Markforged. This role complements the sales team to provide a full range of solutions and services to our customers and partners. You will run diagnostics, investigate and provide solutions to help solve customer problems, both remotely and in the field.

What will you own:

• Develop knowledge and competence of a diverse range of technologies and become a subject matter expert (SME) on one or more specific Markforged product(s)
• Be responsible for the installation of complex 3D Printing Systems at customer sites
• Conduct on-Site diagnosis and repair of complex 3D Printing systems
• Remotely diagnose faults and provide technical support to our partners
• Be accountable for attending sites to carry out preventative maintenance, maintaining customer satisfaction
• Deliver Technical Training to our partners
• Work closely with the regional technical support, sales, applications engineering, and channel management teams
• Visit sites routinely to perform various duties, as necessary
• Become a proven ambassador, helping the team resolve issues of the highest complexity
• Provide feedback and support to Product Engineering on complex cases, driving to successful conclusion
• Any other duties as reasonably requested

What you have:

• Proven experience in a similar role
• Experience supporting Metal Binder Jetting additive manufacturing systems will be advantageous
• Understanding of and enthusiasm for working across multiple cultures and time zones
• Ability to engage in occasional domestic and International travel
• Self driven, with the ability to take ownership of support cases while working within a team
• Excellent spoken and written English. Fluency in other languages is a plus
• Excellent communication and analytical skills
• Proven experience with Electronic Diagram literacy and diagnostics
• Ability to multitask and work under pressure at times to meet deadlines
• CRM experience Salesforce, Slack , Jira, Confluence is preferred
• Customer service experience
• Willingness to assist with pre-sales inquiries
• Ability to work in a team-focused, deadline-driven environment
• Strong project management skills with the ability to juggle multiple projects, organise and prioritise, and respond quickly to changes
• Experience and / or knowledge of CAD / CAM / CNC and G Codes

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