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Ingénieur Support Technique / Technical Support Engineer (Remote) (m/f/d)

Location: 

FR

Job ID:  39224
Category:  Customer Support & Advocacy

Do you love solving technical problems? 

You are passionate about 3D printing?  

You want to support world-class clients in France? 

 

We at Stratasys are passionate believers in the value and power of 3D printing, and in the change it can bring to design, innovation and manufacturing. The solutions we create are used by over 20,000 enterprises worldwide, and are rapidly changing the way products are imagined, designed, marketed, produced, supplied and sold. We are literally shaping the world that surrounds us – from the products and services in our lives and homes, to our health and quality of life, our transport, security and economies, to how we teach, research and even learn. Stratasys is the largest 3D printing solutions’ company in the world – a company at the forefront of 3D printing innovation for more than 25 years.  

 

The Customer Support team at Stratasys is offering a role as: Ingénieur Support Technique / Technical Support Engineer (remote) (m/f/d) 

 

The French-speaking Technical Support Engineer provides remote assistance to Customers, Partners and Field Engineers. This position requires a broaden technical understanding as well as the ability to troubleshoot, analyze and resolve technical issues. The focus is on PolyJet and FDM technologies and will eventually branch out into further specialized technologies.  

  

The role may be based in Germany or in France, and may work from the German office or from home office.  

 

 

Your role: 

  • Provide Remote assistance (first-level technical support) to Customers, Partners and Field engineers in French language  
  • Take ownership of customer issues and follow problems through to resolution, including collaboration and internal escalation to other Support roles where needed  
  • Aim for a high first-contact resolution rate and close customer-relations in order to positively impact Customer Satisfaction  
  • Diagnose hardware and software problems, assess system status, prioritize and determine the proper course of action  
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions, including spare part identification  
  • Connect to Dispatcher and ensure the required field resources and parts are assigned in case an on-site visit is needed  
  • Provide accurate information and case-recording through data entry into CRM tool (Salesforce)  

 

Your background:  

  • Fluent in French & English, further languages are an advantage  
  • In-depth knowledge of electro-mechanical systems and software  
  • Ability to diagnose, troubleshoot and resolve difficult problems remotely  
  • Customer-oriented behavior and enthusiasm in technical problem solving  
  • Excellent verbal and written communication skills   
  • Solution-orientated working style and ability to keep accurate work records  
  • Experience in 3D Printing industry, specifically with Polyjet and FDM technologies, is a plus  
  • Good interpersonal skills and team player  
  • Travel will be low (mainly for trainings). The focus is on Remote Support  

 

 

Benefits:  

  • Competitive compensation package 
  • International working environment 
  • All the equipment & training you need to succeed 
  • Home office contract / flexible work space  
  • A work environment that promotes trust, respect, and growth 

 

 

What is Stratasys?  

Our mission: Be the first-choice polymer 3D printing provider at every stage of the product life cycle, with multiple technologies and complete solutions for superior application fit, across design, manufacturing, and healthcare.  

Our purpose: To empower people to create without limits for an economical, personalized, and sustainable world.  

Our values:  

  • Innovate 
  • Be customer first 
  • Make it together 
  • Own it 
  • Aim higher 

 

Are you interested in joining us? 

We are looking forward to meet you! Please upload your application (in English) on our career page and include your possible start date and salary expectations, and your working permission status if applicable.