LCS Technical Support Engineer - IT

Title: Tech Support Engineer IT/OT
Location: Pflugerville TX
Reports To: Technical Support/Training Manager

As a Tech Support Engineer youll have the opportunity to work closely with experienced professionals develop your skills and support the Service team.

Your Mission

Increase the effectiveness of the Service Engineers work through technical knowledge transfer.
Provide required IT training to FSEs.
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 cooperation with GmbH on all technical issues through Collaboration Teams
Close cooperation 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 selfhelp or lessons learned in emails to the group so that techs do not make the same mistakes twice.
Adhere to the escalation process which includes notifying the responsible people and following up daily until the case is resolved.
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.
Create training sessions that cover areas where field personnel are struggling.
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

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 (PCconfiguration MSWindows Network knowledge MSOffice)
Ability to work independently ability to cope with pressure.
Team oriented flexible costconsciousness and willingness to travel when needed.

Our Vision

Over 1000 sharp minds about 60 nationalities one goal: accelerating the worlds 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 were 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

Our Vision:

Over 1000 sharp minds about 60 nationalities one goal: accelerating the worlds 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 were 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. We are ALL IN.