Customer Support Engineer- SAF



Job ID:  47382
Category:  Customer Support & Advocacy

Stratasys is the world’s leading 3D printing company, developing the hardware, software and materials that are revolutionising the way things are designed, prototyped and manufactured. Stratasys is headquartered in Rehovot, Israel, with offices around the world.


The team in Copenhagen is part of Stratasys and responsible for a brand-new series of 3D printers with the ambition of moving 3D print from prototyping into production. You will play a key role in the Customer Success Team, working as well with the R&D team, and reporting to the manager of the Product Support team for the business unit. 


As Customer Support Engineer, you will be supporting the assigned product lines, working with the Business Unit engineering team to support the products in New Product Introduction (NPI), Continuous Improvement, and as the escalation point to solve complex customer issues. You’ll deliver an exceptional customer experience and quality for your supported product line(s).


Your core responsibilities:


Product Service Support: 

  • Responsible to support the lifecycle of supported equipment though alignment with the business unit to include pre- and post-production through end-of life phases.
  • Provide technical leadership in product problem solving, product development activities, protocol development and report writing.
  • Ensure that product line operational policies, procedures, workflows and reporting formats are established and maintained. You will be the technical support to training, technical writers and customer support.
  • Monitor and improve product support processes through feedback from customers and provide insights to the product line managers.
  • Drive continuous improvement with product management and engineering on product design, reliability, and maintenance issues. Results are measured through reducing costs, improving cycle times, increases sales/gross provides and enhancing quality to the customers.


Customer Support

  • Communicate service oriented product updates to internal and external channels
  • Create and distribute field alerts (FA/Customer Service Returned Printers, Service Bulletins (SB), Service Communications (SC), field Change Orders (FCO) and emergency escalation.
  • Manage customer escalations regarding products; identify root causes and plan and execute resolutions.
  • Serve as a regional product and service consultant and point of escalation for all support issues.
  • Manage expectations of customers and field operations in cooperation with Sales.
  • Create/improve key indicators (KPI) and quality assurance measures by monitoring and reporting performance at established intervals.
  • Investigate & consolidates information for reporting on customer visits, training sessions, field problems and equipment problems.
  • Identify appropriate spares part needs and document specific processes and procedures that are required to diagnose and repair systems in the field and in the Refurbishment Department


Your qualifications:


  • You have completed studies (Bachelor's / Masters) in Electrical, Mechanical, or Technical Engineering, or bring  equivalent experience 
  • 5+ years’ experience in Product management or technical service role with a focus on electro-mechanical equipment
  • Proficient experience in software and database applications
  • Proficient experience in developing and implementing service programs requiring customer research, competitive analysis strategy execution.
  • 3+ years in a customer position to service the needs of the customers.


It will be an advantage, but not a requirement, if you have experience in some of the following:

  • Proficient experience in technical writing and documentation of technical trades
  • Proficient experience with presentation skills to be able to deliver technical training and presentations to engineers and sales professionals, and you have conducted seminars or webinars



About us: 

A fascinating and flexible international environment where you will work together with many specialists in different areas e.g. electronics, mechanical, manufacturing etc. The growing team in Copenhagen offer the dynamics of a start-up, including fast decisions, fun and enthusiasm and close relation to management. Also, we offer modern flexible working conditions, a great lunch arrangement, and a dynamic and international working culture.


Being part of the Copenhagen team of 25 colleagues, you will also become part of the global Stratasys which can offer lots of career opportunities, being a world-wide organization with approx. 2,000 employees world-wide.