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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.
The role of the Technical Services team is to drive positive customer experience, and customer success with Markforged products. We accomplish this through timely and accurate responses to questions, providing training and coaching, listening to the customer’s needs and enabling them to make the best use of their investment in our technology. We are looking for people with the right mix of technical knowledge, empathy and compassion, communication skills, and the ability to get the job done, and done well.
We operate a Partner Led Support Model, providing tier two support to our reseller network with some direct contact with a customer.
The role of the Field Technical Support Engineer is a new concept to bring the technical Support Team closer to the Partners and the Customers with deeper training, coaching and more proactive support, along with some onsite / field support to solve the more complex challenges. The majority of the role will be providing remote technical support for the Partner Network.
What will you own:
- Represent Markforged by providing excellent technical support to our resellers and customers, driving towards an excellent customer experience
- Develop knowledge and competence of a diverse range of technologies across the full Markforged product portfolio
- Investigate, troubleshoot, follow up and resolve customer issues and questions
- Be an active member of a team that provides first class support via email, web and phone
- Collaborate with other Markforged teams to ensure continuous improvement all round; we work, and succeed as One Team
- Create new, and improve existing technical documentation
- Occasionally visit Partners or Customers to train, support, or conduct a complex repair
- Install or repair equipment on site, as needs require (this is expected to be a minimum part of the role, initially)
- Run the technical training program, planning and delivering training to our partner network
- Any other duties as reasonably required
What you have:
- Proven experience as a Technical Support Engineer (or similar background) with demonstrable success of working on complex systems
- Ability to solve complex and diverse problems where analysis requires in-depth evaluation of factors (including log files and telemetry) with imaginative and innovative troubleshooting and experimentation
- Excellent troubleshooting skills and ability to apply logical thinking to solve a problem
- Working knowledge of compressed gas cylinders, gas equipment, or similar high-pressure systems is an advantage
- Previous experience with Motion systems or Control systems is advantageous
- Experience in delivering technical training
- Competence in Salesforce, or other CRM an advantage
- Experience of working with international teams is an advantage
- Self-motivated, with a passion to learn
- Excellent English Language verbal and written communication skill
- Ability to travel as required to go on site for an installation, technical support intervention, Partner visit, team meetings and training in Europe or our US headquarters (up to 30% could be required)
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Why Markforged?
Help us reinvent manufacturing.
We are reinventing manufacturing so that engineers can build anything they imagine.
We are one team that wins together!
You will be engaging every day with passionate and dedicated individuals in a collaborative environment working towards making best-in-class products.
Perks & Benefits
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!
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.
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.
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