Technical Hotline Specialist jobs in United States
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EOS · 9 hours ago

Technical Hotline Specialist

positionPflugerville, TX
timeFull-time
remoteOnsite
seniorityMid Level
date3+ years exp

EOS, the world market leader in industrial 3D printing, is seeking a motivated and technically skilled individual to support our technical hotline. In this role, you will serve as a key point of contact for customers, providing timely troubleshooting, technical guidance, and product support while ensuring a high level of customer satisfaction.

3D PrintingConsultingManufacturing
Hiring Manager
Caitlin Bishop
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Responsibilities

Provide remote technical support for the EOS customer installation base in coordination with the Technical Support Engineering (TSE) team
Serve as first-line support for customers, addressing issues professionally and efficiently
Answer incoming customer phone calls in a calm and professional manner and respond to customer phone messages promptly
Collect and document customer information and required machine data packages for incoming support calls
Maintain accurate records of customer call times and report them in C4C
Open C4C notifications for all new customer support calls and create service orders as required
Work closely with the Technical Support team to ensure the local installation base is maintained to company standards
Collaborate with the Material Order team on aftermarket orders, responding to part-specific questions and customer requests using Parts365 Catalogues and SAP

Qualification

Technical supportIndustrial lasers knowledgeAxis motion systems knowledgeSAPPC configurationNetworking basicsCustomer serviceMS OfficeMulti-taskingPressure management

Required

Skilled customer service professional with a minimum of three (3) years of experience in a Technical Service Department
Ability to interpret and work with written, oral, schematic, and diagram-based engineering instructions
Strong service standards with a focus on account ownership and customer satisfaction
Solid computer skills, including PC configuration, MS Windows, networking basics, and MS Office
Ability to work independently while managing multiple tasks and coping with pressure

Preferred

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

Company

EOS

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EOS is a manufacturing solutions provider that provides 3D printers and AM learning and consulting services for additive manufacturing.
dateFounded in 1989
location
Krailling, Bayern, DEU
people-size1001-5000 employees
web-link
https://www.eos.info

Funding

Current Stage
Late Stage

Leadership Team

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Mark S. Wright
Chief Financial Officer - North America
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