Manager Technical Operations & Application Engineering (Europe)（w/m/d）， SHINING 3D Technology GmbH
(Full-Time, Stuttgart, Germany)
The Manager Technical Operations & Application Engineering (Europe) is responsible for leading the Support Team, Application Engineers, and the overall technical workflow within the 3D Digitizing division. The role ensures high-quality customer support, efficient demo and training operations, structured AE planning, and continuous improvement of technical processes across Europe.
This position acts as the operational backbone between customers, AEs, support, and sales — ensuring smooth cooperation, predictable workflows, fast response times, and the highest technical quality standards.
Key Responsibilities:
1. Leadership of Support Team (Tier 1–3)
* Lead and develop the European Support Team (Tier 1, Tier 2, and escalations).
* Manage support workflows, SLAs, and ticketing processes.
* Ensure timely and high-quality customer responses (24h response / 72h resolution).
* Coordinate with China Technical Support for escalations and bug handling.
* Monitor KPIs and customer satisfaction metrics.
2. Management of Application Engineers (AEs)
* Manage, support, and schedule the European AE team.
* Define AE responsibilities and specialties (Metrology, RE, Automation, EinScan, etc.).
* Ensure high-quality demos, trainings, and customer applications.
* Conduct weekly planning and performance review meetings.
* Support onboarding and training of new AEs.
3. Operational Excellence & Process Improvement
* Define and optimize SOPs for support and application engineering.
* Implement workflows for demos, trainings, escalations, and installations.
* Establish consistent quality standards in scanning, reporting, and accuracy.
* Improve internal communication between AEs, support, sales, marketing, and R&D.
4. Cross-Department Coordination
* Work closely with the Sales Team to support demos, customer onboarding, and key account needs.
* Support Marketing with technical documentation, case studies, and product materials.
* Align with China R&D regarding feature requests, software issues, and product improvements.
* Collaborate with the Technical Excellence Lead (Principal Engineer) on standards and training.
5. Customer & Reseller Enablement
* Improve customer onboarding flows and recurring training processes.
* Support resellers with technical know-how and enablement programs.
* Work with Regional Specialists for seamless customer care (e.g., North Europe).
Required Qualifications
1. Professional Experience
* 5+ years in technical operations, support, application engineering, metrology, or similar role.
* Experience managing a technical team (Support, AEs, Field Service, or similar).
* Strong background in 3D scanning, inspection, CAD/CAM, or industrial engineering.
* Previous experience in customer-facing technical roles.
2. Technical Skills
* Solid understanding of 3D scanning workflows, point clouds, inspection, or RE.
* Experience with metrology or inspection software (e.g., Polyworks) is a strong advantage.
* Understanding of automation processes or industrial measurement systems.
* Familiar with CRM/ticketing systems (Zendesk, Freshdesk, Jira, etc.).
3. Soft Skills
* Strong communicator and people leader.
* Highly structured and process-driven.
* Excellent problem-solving skills.
* Ability to prioritize and manage multiple tasks.
* Customer-focused mindset.
* Calm, reliable, and stress-resistant.
4. Languages
* English – Fluent
* German – Strong advantage
Why This Role Is Important
* Solves current support bottlenecks
* Ensures professional AE management for demos, training, and projects
* Raises overall customer satisfaction
* Aligns Europe with HQ operational standards
* Creates scalable workflows for future growth
* Supports Sales, Marketing, and Technical Excellence with structured operations
1. Shining 3D Technology GmbH employee Benefits:
Gym Benefit,
Birthday Welfare,
Festival Welfare,
Free Coffee/Fruit,
Social Friday drinks,
Team-building activities,
Food subsidy by Foodji
Join our dynamic team!
For more information, please visit SHINING 3D on the web at www.shining3d.com