Application and Field Service Engineer (NA) (m/f/d) - Boston

Your mission

Our company is seeking a qualified and dedicated Field Service Engineer with expertise in Fused Filament Fabrication (FFF) 3D printing technology.
As a Field Service Technician, you will be responsible for providing top-notch on-site support and knowledge transfer to direct customers and resellers, increasing customer satisfaction through effective issue resolution.

Your Responsibilities

• Technical Sales Support
  • Provide pre-sales support for resellers and for potential customers, by consulting and providing benchmarks.
  • Support at exhibitions and seminars
• Installation and Commissioning:
  • You will install and configure FFF 3D printing machines on-site at the customer\’s location (primarily within USA) or provide remote support to our resellers.
  • You will ensure that the machines are functioning correctly and that all necessary settings have been configured.
• Maintenance and Repair:
  • You will conduct regular maintenance visits to ensure the performance and reliability of the machines.
  • You will diagnose and address technical issues, perform repairs, and replace defective parts.
  • Maintain and upkeep of our 3D printers at our Partlab in Boston.
• Customer Training:
  • You will independently conduct customer training on proper printer operation and explain maintenance procedures. You will assist our BigRep ACADEMY in creating training materials and eLearning programs using your extensive technical knowledge.
• Documentation:
  • You will maintain detailed records of installations, maintenance, repairs, and training sessions and independently update the customer database. You will also support colleagues at BigRep ACADEMY in creating how-to guides for our Customer Knowledge Base.
• Remote Customer Support:
  • You will assist our 2^nd level support in addressing technical customer or reseller inquiries (via telephone/email/ticket system) when not traveling.
• Spare Parts Management & Travel Planning:
  • You will efficiently and independently plan your travel and on-site spare parts requirements through our booking system.
  • You will ensure that you have the necessary spare parts on hand for quick repairs.
• Partlab Support
  • Consultation for benchmarks and use cases for existing customers and resellers.

Ownership & Responsibilities:

• Increase customer satisfaction level and a positive customer experience.
• Create a service report after every visit as a good documentation for BigRep.
• Shares experiences with the entire Global Customer Experience Team with proper documentation

Your profile

• Completed training as a mechatronics technician, electrician, or another technical qualification with certification as an electrical specialist.
  • Completed mechatronics or mechanical engineering degree
• Experience as a service technician for technical equipment, preferably in the field of additive manufacturing or CNC machines (preferably FDM printing experience)
• Experience in FFF 3DP technology capability, flexibility, and willingness for permanent, professional further training
• Experience in dealing with customers and in complaint management.
• Basic CAD experience (Solidworks, Rhino, Fusion360 or similar)
• Independent, solution-oriented approach to work and high level of organization and sense of responsibility
• Teamwork, flexibility, and a willingness for continuous professional development.
• A strategic, entrepreneurial, and creative approach to work, along with teamwork and communication skills.
• Driver\’s license required.
• Very good written and spoken English.
• Willingness to travel nationally and internationally (approximately 50%).

If you can imagine yourself in this role, here are some other reasons why BigRep is the place for you:

• Competitive compensation.
• Training and development opportunities.
• The opportunity to work in a growing and innovative field of 3D printing technology.
• A dynamic and team-oriented work environment.

If you are passionate about solving technical challenges and want to shape the future of 3D printing, we invite you to apply for the position of Field Service Engineer.
We look forward to hearing from you and advancing your career within our organization.

About us

BigRep is an international 3D printing company. In addition to large-format 3D printers produced in series, BigRep is continuously developing comprehensive complete solutions for integrated, additive manufacturing systems as well as a wide range of printing materials on an open choice basis. The portfolio currently includes six large-format industrial 3D printers. BigRep GmbH, founded in 2014 and headquartered in Berlin, has offices in Boston and Singapore and, since the merger with HAGE 3D in 2024, in Graz and Obdach. BigRep currently employs around 100 people.