Job Description

Title: Tech Support Engineer IT/OT

Location: Pflugerville, TX

Reports To: Technical Support/Training Manager

EOS is a dynamic, fast-growing company in Additive Manufacturing. We pride ourselves on fostering a collaborative and supportive work environment where creativity, innovation, and growth are celebrated. As a Tech Support Engineer, you’ll have the opportunity to work closely with experienced professionals, develop your skills, and support the Service team.

Your Mission/Job Functions

• Increase the effectiveness of the Service Engineers’ work through technical knowledge transfer.

• Provide required IT training to FSE’s.

• Focus on internal and external customer satisfaction in all IT and OT aspects.

• Thorough approach to resolving customer issues including documenting all pertinent in SAP, C4C and other support Software

• Timely escalation of customer issues that cannot be resolved at the local level.

• Set up and Test run various PLC and Software Version

• Help manage machine Software upgrades and updates to equipment.

• Close co-operation with GmbH on all technical issues through Collaboration Teams

• Close co-operation with FSE to recognize escalation thresholds early.

• Use C4C and SAP extensively to analyze, plan, execute and document service cases. Service calls to be updated on a daily basis, preventative maintenance schedules to be up to date, and special projects to be logged and track on a regular basis.

• Directly assist Licensing Team with proper Software requirements Information upon request

• Analyze call logs with an effort to spot common trends and underlying problems.

• Create and send self-help or lessons learned in e-mails to the group so that techs do not make the same mistakes twice.

• Travel with Service Techs to escalated issues with the expectation of resolving the problem and providing training to the technician.

• Adhere to the escalation process, which includes notifying the responsible people and following up daily until the case is resolved.

• Responsible for delivering accurate and quality support to internal and external customers

• Actively increasing knowledge about EOS products including hardware and software, and sharing this knowledge by training of colleagues, which may include developing local training sessions.

• Training

• Create training sessions that cover areas where field personnel are struggling.

• Promote the use of diagnostic tools in the field,

Job Functions, cont’d.

Feedback

• Recording of problems in the existing Service databank (SAP).

• Ensure knowledge gained from the field is shared with the appropriate people in the organization.

• Create a vehicle for lessons learned and ensure information gets to the individual or the entire service group, as needed.

Your Talents/Qualifications

• Certified technician or skilled worker in electrical engineering technology

• Two to three years of experience in servicing industrial equipment

• Demonstrated product knowledge on industrial lasers and axis motion systems is a plus

• Skilled in using written, oral, schematic and diagram engineering instructions

• Service standards: Account ownership and customer satisfaction

• Computer knowledge (PC-configuration, MS-Windows, Network knowledge, MS-Office)

• Ability to work independently, ability to cope with pressure.

• Team oriented, flexible, cost-consciousness and willingness to travel when needed.

Our Vision

Over 1000 sharp minds, about 60 nationalities, one goal: accelerating the world’s transition to Responsible Manufacturing.

Our proven technology, industrial 3D printing, has been extending the boundaries of manufacturing for over 30 years. We work globally networked and prefer to think outside the box – and we’re looking for people who want to shape the future with us.

EOS welcomes individuals from all backgrounds, ensuring equal opportunities without regard to race, color, religion, national origin, gender identity, expression, sexual orientation, age, or disability. At EOS, equity and inclusion are fundamental principles, and we believe in creating a work environment that is built on empathy, respect, and fairness.

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