Product Support Specialist

Nottingham, England, United Kingdom

11/1/2024

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

This position is responsible for supporting their assigned product line(s). Working with the Product Development Organization, Engineering team, and other departments to Introduce New Product (NPI), drive continuous improvement and as the escalation point to solve complex customer issues. The PSS (Product Support Specialist) is accountable for delivering an exceptional customer experience and product quality for their supported products. Bringing solutions to customer issues.

In This Role

You will be deeply involved in the support of the SAF Powder Bed Fusion products. Focus will be on complex and escalated issues, improvements of the product and serviceability.

The Product Support Specialist will be part of the Customer Success team for SAF, an experienced support team, whose responsibility it is to provide high level technical support and contribute to the development of technical and training material.

What You Will Be Doing

• Provide feedback to design and product teams with focus on design for serviceability
• Be the contact person for closing escalations to the Product Development Organization. Provide the leadership needed to address escalations and close those cases.
• Manage the Beta phase for new products
• Define spare parts and facilitate Preventive Maintenance programs
• Report and analyze product performance, for example Installation Failure Rate, Time to Resolution etc.
• Mentoring the Regional Technical Experts especially the 1st year after the General Announcement of new products.
• Support strategic customers and monitor installations
• Implementation of Field Change Orders and other updates across the fleet.
• Coordinate with Application Engineers in order to maintain high level of support for the end customers.
• Work with the Knowledge Management team (Technical Writers) and develop material for training and certifications, Printer documentation, FCO documentation, Field Alerts, Knowledge Articles, videos etc.
  
  

Must Have For This Role

• 4+ years’ experience in product management or technical service role with a focus on electro-mechanical equipment. Understand drawings, specifications, and related technical documentation.
• Ability to communicate through all levels of the organization.
• It is not required but nice to have experience in handling business software and database applications in Oracle, Salesforce, Agile and intranet. Expert to fully aware of MS office and their applications.
• 4+ years in a customer facing position in servicing the needs of the customers.
• Ability to interact with global customers within different time zones with frequent early and/or late hour meetings.
  
  

Nice To Have

• Proficient experience in technical writing and documentation of technical trades.
• Proficient experience with presentation skills to be able to deliver technical training and presentations to engineers and sales professionals.
• Proficient experience in technical training and has conducted seminars or webinars
• Global experience dealing with product launch, customers interactions, calls and travel to customer sites.
  
  

Travel required: 25%

What You Will Be Part Of

• Company Overview - https://www.stratasys.com/en/about-us/history/
• Our Culture and Values - https://www.stratasys.com/en/about-us/culture/
• Our Sustainability “3D Printing a Better Tomorrow” - https://www.stratasys.com/en/about-us/sustainability/
• Our Locations - https://www.stratasys.com/en/contact-us/office-locations/
• Check out our Video - https://www.youtube.com/watch?v=6wmDfmt2bNI
  
  

Additional Information

You will be a part of a fascinating and flexible international environment working together with many specialists in different areas e.g. electronics, mechanical, manufacturing etc. The growing team in Copenhagen offer the dynamics of a start-up, including fast decisions, fun and enthusiasm and close relation to management. We also offer modern flexible working conditions, a great lunch arrangement, and a dynamic and international working culture.

Being part of the Copenhagen team of 34 colleagues, you will also become part of the global Stratasys which can offer lots of career opportunities, being a world-wide organization with approx. 2,000 employees world-wide