Your mission
Our company is seeking a qualified and dedicated Field Service Technician / Field Service Engineer with expertise in Fused Filament Fabrication (FFF) 3D printing technology.
As a Field Service Technician / Field Service Engineer - 3D Printers, you will be responsible for providing top-notch on-site support and knowledge transfer to direct customers and dealers, increasing customer satisfaction through effective issue resolution.
With your expertise and service, you will ensure sustainable machine utilization.
Your Responsibilities
* Installation and Commissioning:
o You will install and configure FFF 3D printing machines on-site at the customer's location (primarily within Europe) or provide remote support to our dealers.
o You will ensure that the machines are functioning correctly and that all necessary settings have been configured.
* Maintenance and Repair:
o You will conduct regular maintenance visits to ensure the performance and reliability of the machines.
o You will diagnose and address technical issues, perform repairs, and replace defective parts.
o Maintenance and service of our 3D printers on different BigRep sites.
* Remote Customer Support:
o You will assist BigRep & HAGE3D customer or partner inquiries (via telephone or our ticket system) when not traveling.
* Customer Training:
o You will independently conduct customer training on proper printer operation and explain maintenance procedures. You will assist our BigRep ACADEMY in creating training materials and eLearning programs using your extensive technical knowledge.
* Documentation:
o You will maintain detailed records of installations, maintenance, repairs, and training sessions and independently update the customer database. You will also support colleagues at BigRep ACADEMY in creating how-to guides for our Customer Knowledge Base.
* Spare Parts Management & Travel Planning:
o You’ll create quotes for Spare Parts & Services independently in our CRM or ERP System
o You will efficiently and independently plan your travel and on-site spare parts requirements through our booking system.
o You will ensure that you have the necessary spare parts in hand for quick repairs.
Ownership & Responsibilities:
* Increase customer satisfaction level and positive customer experience
* Create a service report after every visit as a good documentation for BigRep
* Shares experiences with the entire Global Customer Experience Team with proper documentation
Your profile
* Completed training as a mechatronics technician, electrician, or another technical qualification with certification as an electrical specialist.
* Experience as a service technician for technical equipment, preferably in the field of additive manufacturing or CNC machines.
* Experience in FFF 3DP technology capability, flexibility and willingness for permanent, professional further training.
* Experience in dealing with customers and in complaint management.
* Independent, solution-oriented approach to work and high level of organization and sense of responsibility.
* Teamwork, flexibility, and a willingness for continuous professional development.
* A strategic, entrepreneurial, and creative approach to work, along with teamwork and communication skills.
* Driver's license B (ideally BE) and good driving experience; a forklift driver's license would be a plus.
* Valid work permit for Germany.
* Very good written and spoken German and English skills (B2 level or equivalent).
* Willingness to travel nationally and internationally (approximately 50 - 70%).
If you can imagine yourself in this role, here are some other reasons why BigRep is the place for you:
* A collegial and appreciative corporate culture that brings people with and without a technical background together through the fascination of 3D printing and its possibilities
* Training and development opportunities.
* As a growing company with solid funding, our team members have many opportunities to build and grow their careers.
* Our offices are located in Kreuzberg, in the heart of Berlin, in a pleasant neighborhood with a mix of schools, residential buildings, and businesses.
* Choose one of our benefits: Urban Sports Membership, RegionalHero Card, or BVG Ticket.
* We have an international team with BigReppers from more than 20 countries, and English is the company language.
About us
BigRep is an international 3D printing company. In addition to large-format 3D printers produced in series, BigRep is continuously developing comprehensive complete solutions for integrated, additive manufacturing systems as well as a wide range of printing materials on an open choice basis. The portfolio currently includes six large-format industrial 3D printers. BigRep GmbH, founded in 2014 and headquartered in Berlin, has offices in Boston and Singapore and, since the merger with HAGE 3D in 2024, in Graz and Obdach. BigRep currently employs around 100 people.