Field Service Technician (Northeast) - Formlabs

To reinvent an industry, you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer, engineer, researcher, and artist in the world.

As a Field Service Technician, you will act as the face of the company in front of new and existing customers. Service provided as a member of the field service team will be primarily field-based at customer sites. In addition to field service visits, technicians will also function as a point of contact for current and potential customers, answering their questions and solving their technical issues effectively via phone and email. You will be accountable for maintaining a good customer experience throughout remote and on-site engagements, traveling to customer sites to resolve issues, complete repairs, and perform maintenance on our products. You will also deliver live product training and demonstrations, work with other teams to rapidly and flexibly arrive at solutions for customers in short time frames and maintain accurate documentation relating to all on-site visits and repairs. If you're interested supporting our customers in the Northeast US, we hope you'll join our team as a Field Service Technician!

As a Field Service Technician, you will: 

• Travel to customer sites and be on the road 80+% of the time
• Perform at least 2.5 site visits of various types per week.
• Acts as deployable service for customers that need repairs.
• Perform preventative maintenance visits for warrantied customers.
• Follow up with agents, management, and other Field Techs, when appropriate, to deliver feedback on case outcomes with the primary goal of reducing downtime and time to resolution.
• Build strong relationships with all stakeholders to foster an environment of teamwork.
• Inspire confidence in Formlabs and its products while working with customers.
• Employ critical thinking and problem-solving to provide single visit resolutions whenever possible.
• Stay up to date on Formlabs products and procedures to ensure reliable service work on all types of equipment.
• Coordinate with customers and other service team members to get visits scheduled and performed in a timely manner.
• Be flexible when necessary to provide top level services to our tier 1 customers, or customers who are down and unable to use their equipment.
• Do complete reporting in Salesforce for all visits performed.
• Select reasonable accommodations and travel options, submit expenses in a timely manner.
• Other tasks as required by the services team.
• Maintain a professional demeanor when working with customers and other Formlabs employees.
• Provide Remote or Live training as necessary for new and existing customers.

About you:

• Successful coordination of visits with accompanying parts and action plan (First Visit Resolution)
• Identify opportunities to expand Formlabs product or material portfolio with existing customers
• Provide top notch support to our customers.
• Resolve issues quickly and efficiently.
• Be a positive face for the company when in front of customers

Our Perks & Benefits:

• Robust equity program to build future wealth through RSUs
• Comprehensive healthcare coverage (Medical, Dental, Vision)
• Low cost fund options in our 401K and access to advisors 
• Generous paid Parental Leave (up to 16 weeks)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan – Take time when you need it
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course… unlimited 3D prints

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.  

Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.