CHI Corporation

Field Service Support Representative - APAC

Posted 3 Days Ago

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Hiring Remotely in Remote, OR

Remote

Entry level

Hardware

The Role

The Field Service Support Representative will provide customer and field service support for 3D printing systems in the APAC region. Responsibilities include installation, diagnosis, troubleshooting, and maintenance of machines, along with technical training and customer interaction. The role also involves collaboration with multiple teams to deliver effective service solutions.

Summary Generated by Built In

<div class="content-intro"><p>Markforged (NYSE: MKFG) is reinventing the $1 trillion+ worldwide manufacturing industry so that engineers can build anything they imagine while reducing environmental impact. With the market’s most robust 3D printing hardware, software and material solution, a world-class team, great customers and abundant capital, we’re well placed to continue our growth and innovation. </p></div><p>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.  </p>
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<p><strong>What will you own:</strong></p>
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<ul>
<li>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)</li>
<li>Be responsible for the installation of complex 3D Printing Systems at customer sites</li>
<li>Conduct on-Site diagnosis and repair of complex 3D Printing systems</li>
<li>Remotely diagnose faults and provide technical support to our partners</li>
<li>Be accountable for attending sites to carry out preventative maintenance, maintaining customer satisfaction</li>
<li>Deliver Technical Training to our partners</li>
<li>Work closely with the regional technical support, sales, applications engineering, and channel management teams</li>
<li>Visit sites routinely to perform various duties, as necessary</li>
<li>Become a proven ambassador, helping the team resolve issues of the highest complexity</li>
<li>Provide feedback and support to Product Engineering on complex cases, driving to successful conclusion</li>
<li>Any other duties as reasonably requested</li>
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<p><strong>What you have:</strong></p>
<ul>
<li>Proven experience in a similar role</li>
<li>Experience supporting Metal Binder Jetting additive manufacturing systems will be advantageous</li>
<li>Understanding of and enthusiasm for working across multiple cultures and time zones</li>
<li>Ability to engage in occasional domestic and International travel </li>
<li>Self driven, with the ability to take ownership of support cases while working within a team</li>
<li>Excellent spoken and written English. Fluency in other languages is a plus</li>
<li>Excellent communication and analytical skills</li>
<li>Proven experience with Electronic Diagram literacy and diagnostics</li>
<li>Ability to multitask and work under pressure at times to meet deadlines</li>
<li>CRM experience Salesforce, Slack , Jira, Confluence is preferred</li>
<li>Customer service experience</li>
<li>Willingness to assist with pre-sales inquiries </li>
<li>Ability to work in a team-focused, deadline-driven environment</li>
<li>Strong project management skills with the ability to juggle multiple projects, organise and prioritise, and respond quickly to changes</li>
<li>Experience and / or knowledge of CAD / CAM / CNC and G Codes</li>
</ul>
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<p>#LI-fulltime</p><div class="content-conclusion"><div><strong>Why Markforged?</strong></div>
<div><em>Help us reinvent manufacturing.</em> </div>
<div>We are reinventing manufacturing so that engineers can build anything they imagine.</div>
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<div><em>We are one team that wins together!</em></div>
<div>You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.</div>
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<div><em>Perks & Benefits</em></div>
<div>For all US-based roles, we offer a competitive compensation package and a full suite of benefits, including medical insurance, dental insurance, vision insurance, 401(k), parental leave, commuter benefits, open PTO policy, and more. Our work environment includes casual dress, a fully stocked kitchen, bike storage, free parking, weekly catered lunches, and fitness perks. You will have unlimited access to our 3D printers for professional and personal parts!</div>
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<div>Markforged values the differences among our employees and provides equal employment opportunities to all employees and applicants for employment. These differences include but are not limited to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing, or service in the military. This goal emphasizes the development of inclusive work environments that capitalize on each employee’s skills, experience, and unique perspectives as we strive to achieve an unparalleled standard of excellence.</div>
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<div><em>To all recruitment agencies: Markforged does not accept agency resumes. Please do not forward resumes to our jobs alias or Markforged employees. Markforged is not responsible for any fees related to unsolicited resumes.</em></div>
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