Customer Success Specialist
2 weeks ago
Our client is seeking to add a Customer Support Representative to their team. Traditionally, this role has been filled by Mechanical Engineers. The position reports to the Support and Service Engineering Manager within the Customer Success organization.
Full-time, permanent position
-Ownership of specific customer accounts (Success Plan) to be single point of contact for our client's customers.
- Act as liaison with Hardware & Software Engineering, Sales, Procurement, Warehouse, and Accounting.
- Customer interface as Level 1 support (generalist) through calls or ticketing tool.
- For basic machine operation Ex: probing, calibration, dual tool head prints
- For machine technical issues Ex: troubleshooting problems, preventive or corrective maintenance
- For print process questions Ex: material recommendation and compatibility, material handling, optimization of material properties and aesthetics
- Sell and manage orders for aftermarket products (spares, consumables and filaments) and services (Plans, Training, Consulting).
- Manage warranty or commercial support programs in support of customer requests.
- Must be able to travel on site for customer visits roughly every eight weeks
- Possibility to balance office and remote work
**Requirements**:
- Formal education in electro-mechanical as technician or Engineer.
- Excellent verbal and written communication skills in English; ability to simplify complex topics for customers.
- Prior work experience in a technical environment (2+ years) and ideally in a customer-facing role.
ASSETS
- Bilingual (French/English)
- Knowledge of systems or tools: Hubspot (CRM), Jira, Simplify 3D (slicer)
- Knowledge of 3D printing and additive manufacturing.
- Expertise in electro-mechanical troubleshooting of complex machines or systems.
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