Regional Support Specialist

Stratasys is a world leader in 3D printing!

Location: Mexico, Mexico City

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.

Responsibilities

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

MINIMUM QUALIFICATIONS:

• 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

PREFERRED QUALIFICATIONS:

• 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 10%

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​​​​​​