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Field Service Engineer

Germany
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.

The Service Team to whom this position reports works to ensure that customers love and can count on us and our products. We are held accountable to ensure customers are successful, and their experience with Carbon is positive.  As an integral part of this team the European Field Service Engineer is responsible for meeting the daily service, installation, maintenance and repair needs of Carbon’s Digital Light Synthesis™ printers and ancillary equipment, ensuring equipment uptime is maximized.

Field Service Engineers are expected to follow support processes and procedures, document thoroughly, escalate appropriately, and respond quickly to support customers across a broad spectrum of industries across Europe. Carbon is a dynamic work environment, and Field Service Engineers need to be flexible and adapt to a dynamic business with ever changing needs and priorities.

This role will be based in the Frankfurt region of Germany, with access to Frankfurt Main Airport and our European office in Neu Isenburg and will have primary responsibility for supporting Carbon Equipment in customer’s facilities.  The successful applicant, after training and mentoring, will be supporting Carbon Equipment across Europe, and hence this role will require significant travel and working away from home during the week. Candidates must speak English and German fluently, be eligible and willing to work across Europe, hold a European passport and full driving licence. 

Responsibilities:

  • Installation, maintenance, modification and repair of carbon and 3rd party ancillary equipment.
  • Timely performance of administrative responsibilities such as service reporting, data recording and expenses.
  • Maintaining tools and test equipment and ensuring calibration is up to date.
  • Working within appropriate Environmental Health and Safety requirements.
  • Provide technical support to other members of the Customer Success Team to minimize equipment downtime.
  • Performing remote diagnostics and determining field failures utilizing data logged by our products.
  • Developing and documenting processes to aid service actions to add to the service knowledge base.
  • Work with engineering and manufacturing teams to ensure new issues are escalated, fully documented, investigated and suitable countermeasures are put in place.
  • Recognize trends and patterns in field failures and feedback to the development team to drive future design.
  • Available for occasional out of hours work, & travel outside of Europe.
  • The position may require additional duties/responsibilities that may not be outlined above, and specific functions are subject to change as required.

Requirements:

  • Electromechanical engineer with a good working knowledge of electronics, mechanical systems, pneumatics, computers and networking.
  • Must be great at communicating with customers, both verbally and in written reports.
  • Ability to troubleshoot and solve complex issues.
  • Must be a great organizer, keeping documentation and database information up to date.
  • Whilst being self-reliant, this role requires that the person also works well in a team focussed on helping customers be successful.
  • 5-10+ years in technical service role.
  • European passport holder, with the ability to travel and work across Europe.
  • Must have a full driving license valid for driving across Europe.
  • Flexibility to travel extensively during weekdays.
  • Must be able to communicate effectively in English and German.

 

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