CS Analyst and Specialist
Desktop Metal (NYSE: DM) is pioneering a new generation of additive manufacturing technologies focused on the production of end-use parts. We offer a portfolio of integrated additive manufacturing solutions for engineers, designers and manufacturers comprised of hardware, software, materials and services. Our solutions span use cases across the product life cycle, from product development to mass production and aftermarket operations, and they address an array of industries, including automotive, aerospace, healthcare, consumer products, heavy industry, machine design and research and development. At Desktop Metal, we believe additive manufacturing, commonly referred to as 3D printing, is one of the most exciting and transformational technology innovations of our time.
As part of our Customer Support team, you will be responsible for gathering data and developing reports and dashboards for Remote Support, SQ&R, and Operations teams as well as supporting SQ&R and Remote CS with daily activities. Reporting to the Tech Services Director, you will have the opportunity to drive critical change and develop processes to aid our goal of delivering exceptional customer support while executing on Revenue and Cost targets. This role is not remote; it requires being in the Dearborn, MI office.
Areas of responsibility:
Statistics and Analysis – Reports and dashboards that help meet company targets
- CS Success Metrics
- Service contract, time and material, and other service revenue
- Remote CS, SQ&R, and RMA Costs
- Repair/Refurb Forecasting
- Inventory Planning for spares and SQ&R operations
- Training and partner engagement Reporting
SQ&R Support – complete work order tasks according to ETEC specifications
- Assisting with workload and planning
- Troubleshoot RMA printers
- Perform repairs on equipment
- Ensure high level of quality
- Document all repairs performed
- Work with customer service to keep customers informed
Work on multiple projects at a time in a fast paced environment
Other duties as necessary
Qualification and Experience:
- At least 1-2 years’ work experience in a similar position (preferred)
- Project management skills in experience or in theory (preferred)
- Experience with the following is a plus:
- Jira
- Monday.com
- Salesforce.com
- Oracle
- SAP - Analytical & reporting experience
- Experience of dashboard generation
- Experience with CAM language is beneficial
- Experience of Standard triangulation language (STL) is of advantage
- Experiences in 3D printing industry is a strong plus
- Proficient problem solving and analytical ability
- Experience with Microsoft Office (Word, Outlook, Excel, etc..)
At Desktop Metal, innovation is at the core of our DNA. And we believe ground-breaking discoveries are born from diverse teams with unique backgrounds and experiences. We are committed to employing a diverse workforce with equal employment opportunities regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, marital status, veteran status, or disability.