Senior Field Service Enginner

At Carbon, our mission goes beyond 3D printing.  We are enabling creators everywhere to make what the world needs, right now.  Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions.

Help us change the world and we will help you change yours.

Job Description:

FSE China 

   Working at the intersection of hardware, software, and molecular science, we are committed to delivering on the promise of 3D printing, enabling commercial customers to go beyond basic prototyping to 3D manufacturing.

     The Field service engineer will be responsible for diagnosing, maintaining, and repairing equipment at customer facilities.  Field service engineers need to be self-sufficient and highly motivated to ensure high operational uptime.  You must be detail oriented and be able to communicate findings to various teams throughout the organization.

Responsibilities:

• Debug systems and perform diagnostics on failures by reviewing data logged by our product
• Provide technical support to minimize downtime
• Recognize trends and patterns in failures and provide feedback to development team to drive future designs
• Collaborate with engineering, software, and manufacturing teams as needed
• Continued development of the diagnostics knowledge base to be used for future troubleshooting
• Collaborate with customers to clearly communicate failures, troubleshooting efforts, and resolutions as needed
• Utilize case management system to document and track reported issues
• Assist with high severity requests or issue escalations as needed
• Meet or exceed customer expectations on communication, ability to triage, quality of resolutions, and overall customer experience
• Availability for occasional off-hours calls and work

Requirements:

• Advanced troubleshooting and multi-tasking skills
• Strong organizational skills
• Excellent problem-solving skills
• Strong customer facing and communication skills
• Works well in a team to help customers be successful
• ~ 5 years in technical service role
•  Bachelor of Science in Mechanical, Electrical, or related engineering field

• Project management skills are preferred
• Experience in dental manufacturing or 3D printing equipment preferred
• Based in Zhuhai, with occasional on-site support requirements in Vietnam.

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