Job Information
Stratasys Regional Support Specialist in Mexico
Regional Support Specialist
Location:
MX
Job ID: 53764
Category: Customer Support & Advocacy
Stratasys is a world leader in 3D printing!
Location: Mexico, Mexico City
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.
As a member of the Customer Support team, the Regional Support Specialist (RSS) is responsible for the regional support activities including all three levels of support as needed. Assisting in launching new products and providing advanced technical support of Stratasys products for field support engineers, customers and resellers. Act as the liaison between the Field and the customer support team in HQ, and be the technical representative for Customer Support to resolve issues and escalations.
What you will be doing:
Internal & External Customer Product Support
Provide remote support to customers, resellers and company field service personnel on products and applications
Provide on-site field support as needed regarding escalated issues
Will be required to travel to customer sites to resolve complicated technical issues or to provide training to customers or Stratasys field personnel. This activity may require work or travel outside of the standard work schedule
Ownership of escalated issues until solution is provided. Communicate any escalations promptly to the Customer Support management team
Interfaces regularly and effectively with customers and all groups within the company
Product Training and Documentation
Monitor all related service documentation so that it stays current and accurate by reporting changes to corporate
Provides back-up training for the technical trainer on an as needed basis. Conduct seminars and webinars for CS personnel
Participate on special projects and Company initiatives as needed
Helps define the training requirements for field service staff both direct and indirect
Mentor, assist and train newer FE’s to improve their technical and business acumen capabilities
Product Knowledge
Remain current on technical and process knowledge to properly answer questions; Able to provide prompt response to technical issues and capable of handling delicate business issues received from customers. Solicit assistance from others for resolution of these issues when appropriate
Communicate with field service engineers on new product related information (e.g. news items, tips, spare parts)
Develop technical product expertise including post model building applications. Able to assist FE’s and customers in determination of best part building capabilities
Acts as the primary resource for communicating technical product issues between the field and the corporate service groups in HQ
Product Testing and Improvement
Lead Customer Support regional involvement in all aspects of Beta phase and product launch of Stratasys solutions
Generate analytical reports to support continuous improvement
Submit and present reports on customer visits, training sessions, field problems and equipment
Plans, communicates and manages FCO implementations for region
Must have for this role
2-year technical or engineering degree or related field
3+ years of additive manufacturing or related customer support experience in a technical capacity
1+ years superior interdisciplinary communication and listening skills to interface with internal and external customers
Nice to have:
2 years of experience in Rapid Prototyping environment
Technical aptitude of multidisciplinary equipment – mechanics, electronics and fluid systems combined with software, networking and computer hardware
Ability to organize and prioritize workload
Ability to focus on customer satisfaction as the end result of decision
Good reporting skills
Able to deliver in stressful situations. Team player, but self-motivated and able to work independently
Ability to continuously stand or walk for at least 8 hours per day, bend, squat, climb stairs and lift frequently
Ability to lift up to 50 pounds occasionally and able to sit while driving for up to 5 hours
TRAVEL REQUIREMENT: up to 50%
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
Stratasys (Nasdaq: SSYS), headquartered in Minneapolis, Minnesota and Rehovot, Israel, has been a leader in the 3D printing industry for over thirty years. The company’s patented FDM® and PolyJet™ 3D printing technologies have a diverse range of applications, including rapid prototyping, production parts, tooling, and concept design. Stratasys offers additive manufacturing solutions in 13 countries, for industries including aerospace, automotive, healthcare, consumer goods, and education. The company operates Stratasys Direct, a digital parts manufacturing service, and Stratasys subsidiaries include MakerBot and GrabCAD. With over 2,000 employees, over 1,200 patents globally, and more than 30 awards for technology and leadership, Stratasys is changing millions of lives with the power of innovation.
To perform this job successfully , an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Stratasys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race, color, religion, sex, age, disability, military status, or national origin or any other characteristic protected under federal, state, or applicable local law. Please view Equal Employment Opportunity Posters provided by OFCCP here (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
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