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Senior Field Service Engineer

Carbon

Carbon

Arizona, USA · Remote
Posted on Wednesday, July 10, 2024
At Carbon, our mission goes beyond 3D printing. We are enabling creators everywhere to make what the world needs, right now. Our company is built on the idea that diverse fields of study must come together to solve intractable problems. We have grand ambitions to create technology that will influence industry around the world. You will be joining a diverse team with a vibrant culture, where team success is as important as celebrating individual contributions.
Help us change the world and we will help you change yours.

Carbon is a 3D printing technology company helping businesses to develop better products and bring them to market in less time. Carbon’s platform combines versatile printers, advanced software, and best-in-class materials to deliver functional parts with end-use performance and aesthetics, helping engineers and designers to create products that outperform. From prototyping and low-volume production to production-at-scale, hundreds of global organizations, including adidas, Ford Motor Company, and Becton Dickinson Company, use the Carbon process to create a wide range of functional end-use parts and print them reliably wherever and whenever they need them through our production network partners.

The Field service engineer will be responsible for diagnosing, maintaining, and repairing equipment at customer facilities. Field service engineers need to be self-sufficient and highly motivated to ensure high operational uptime. You must be detail oriented and be able to communicate findings to various teams throughout the organization.

This position will be based in the “preferred” region of the US. Preferred area is Phoenix, Arizona.

Role Responsibilities:

  • Debug systems and perform diagnostics on failures by reviewing data logged by our product
  • Travel to customer sites 75-90%
  • Provide technical support to minimize downtime.
  • Recognize trends and patterns in failures and provide feedback to development team to drive future designs
  • Collaborate with engineering, software, and manufacturing teams as needed
  • Continued development of the diagnostics knowledge base to be used for future troubleshooting
  • Collaborate with customers to clearly communicate failures, troubleshooting efforts, and resolutions as needed
  • Utilize case management system to document and track reported issues
  • Assist with high severity requests or issue escalations as needed
  • Meet or exceed customer expectations on communication, ability to triage, quality of resolutions, and overall customer experience
  • Availability for occasional off-hours calls and work

Requirements:

  • Advanced troubleshooting and multi-tasking skills
  • Strong organizational skills
  • Excellent problem-solving skills
  • Strong customer facing and communication skills
  • Works well in a team to help customers be successful
  • 5-10 years in technical service role
  • US Passport required
  • Ability to travel up to 90%
  • Good communication skills

You do not need to match every listed expectation to apply for this position. Here at Carbon, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

At Carbon, we look at the person holistically and carefully consider a wide range of factors when determining compensation. The Arizona state pay range for this position is $80,000.00 - $120,000.00. Your actual salary will be based on your experience, work location, certifications and the unique skills you bring to the role. If you are not based in our Redwood City office, the range above will be adjusted for the geographical differential associated with your actual work location.

Carbon also offers to our eligible employees a comprehensive total rewards package that includes equity, benefits, and time off programs.

For more information on how we modify your pay based on your location, please refer to our geographic differentials chart. For details on our total rewards package, visit https://www.carbon3d.com/about/life-at-carbon.

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