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Service and Support Engineer (Seattle, USA)

27 August, 2021

Job mission

The number of systems installed in North America is increasing and is expected to grow further in the near future. To reduce the response time to our customers in this region we are looking for a Service and Support Engineer, based in or near Seattle, USA, to join the Additive Industries’ Customer Lifecycle Support team. Our multidisciplinary team is responsible for all service and support activities within Additive Industries, from system handover by the production team until end-of-life arrangements at our customers. The Customer Lifecycle Support team is an important interface between the customer and the Additive Industries team (research and development, marketing and sales). Next to that the Service and Support Engineer is also an important commercial ambassador.

You understand that a well-prepared execution of system installations, upgrades, replacements and maintenance is key to maximize the value of the Additive Industries’ metal additive manufacturing system. Preparations will start with a customer site survey and proceed to the factory acceptance test (FAT) of the system where you will cooperate with the production team. You will coordinate the shipment to the customer and execute the system installation and setup at the customer’s facilities. The installation is completed with a site acceptance test (SAT) and a training for our customer’s operators and technicians. After a successful installation, continuous condition monitoring, maintenance, performance evaluation, diagnosis, upgrades and problem solving are an important part of your job. You will provide support remotely and on-site to maximize uptime. You will be the first and direct contact person for customers located in your region.

The ingredients for a successful performance are in sum:

  • Organize and execute successful installations at customer site resulting in final acceptance
  • Provide general training to customers’ operators and technicians
  • Provide 1st line support of Additive Industries’ products, remotely and when needed on site
  • Execute condition monitoring, evaluate, diagnose and resolve problems
  • Provide support to customers with preventive and corrective maintenance
  • Install and monitor remote support tools and issue tracking processes
  • Capable of working well remotely
  • Willing to travel up to 80% of the time
  • Excellent social, written and verbal communication skills
  • Commercial acumen
  • Stress resistant

 

Reporting

The Service and Support Engineer reports to the Manager CLS based in Camarillo, CA

 

Education

Bachelor’s degree in Mechanical Engineering, Control- or Electrical Engineering, Software Engineering, Industrial Automation or similar. Other degrees considered with commensurate work experience.

 

Work experience

  • Experience servicing high tech systems desired using tools and diagnostic instruments
  • Basic knowledge of control technology, electrical systems and optics
  • Experience using Windows and remote assistance tools
  • Familiar with the terms FAT, SAT, design for testability, assembly and serviceability
  • Proven skills in information retrieval, analytical thinking and troubleshooting
  • Experience and discipline to write technical reports on a daily basis to various stakeholders in the organization
  • Practical experience in providing training to end-users
  • Experience with Beckhoff PLC software is an advantage

 

Additive Industries 

Additive Industries is a young and fast-growing professional organization. We have developed a strong pragmatic team attitude in which we work and experiment together in achieving our joint goals. We are looking for a broad range of people with diverse backgrounds to join our organization. We have formulated the following personal traits contributing to our company culture:

  • Open, self-confident and result oriented
  • Driven by technical challenges, eager to learn and entrepreneurial
  • Proven team player who takes ownership
  • Professional and structured
  • ‘Fun to work with’
  • Additive Industries believes in equal employment opportunity

 

Acquisition by (recruitment) agencies is not appreciated.