Product Support Specialist

Location: 

Rehovot (Hybrid), IL

Job ID:  51982
Category:  Customer Support & Advocacy

 

Stratasys is a world leader in 3D printing!

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.

 

Product Service Support

  • Responsible to support the lifecycle of supported equipment (printer, material, software, and post-processing, including 3rd party) from pre- and post-production through End-of-Service phases.
  • Works with Product Management, Engineering and other departments for new product development and to execute and manage Beta plans.
  • Provides technical leadership in Product Life Cycle Management (PLCM) Phase/Gate process during product development and shares service knowledge to reflect a product that can be serviceable with and without a field service technician.
  • Works with technical writers and regional technical support to develop knowledge-based training documents. Ensures all required documents are available, accurate and current.
  • Collects feedback from regional teams and provides insight to the Business Unit, Product Managers and Cross Functional Teams (CFT).
  • Drives continuous improvement with Product Management and Engineering on product design, reliability, serviceability and maintenance issues to provide enhanced quality to our customers. Results are measured through reduced costs, improved service cycle times and increased gross sales.

 

Customer Support

  • Creates/improves monthly and quarterly key performance indicators (KPI). Those KPIs are visible to teams and managers, and reports are updated at established intervals.
  • Establishes a monthly Installation Failure forum (InFR) for all new installations and leads the activities to address those failures with Quality, Production and Engineering.
  • Communicates service-oriented product updates to internal and external (customer/reseller/distributor) channels via field alerts, service bulletins and knowledge articles.
  • Is responsible for escalations: Tier 3, Tier 4, or emergency escalation. Provides the leadership needed to address escalations and provide immediate and long-term resolutions.
  • Create and manages spare parts lists utilizing Engineering Change Orders (ECO) in Agile PLM and the item workflow in Oracle.
  • Creates and distributes reports in various business analytics software systems: Salesforce, Qlik Sense, Agile, Oracle, Splunk and others.

 

 

 

Basic Qualifications

  • 4+ years’ experience in product management or technical service role with a focus on electro-mechanical equipment. Understands drawings, specifications, and related technical documentation.
  • Ability to communicate effectively through all levels of the organization.
  • Expert in MS office applications.
  • 4+ years in a customer-facing position servicing the needs of the customer.
  • Ability to interact with global customers within different time zones with frequent early and/or late hour meetings.

 

 

 

 

What​ ​you​ ​will​ ​be​ ​part​ ​of: