Customer Support Field Engineer
About Formlabs: Do you want to change how the world creates? At Formlabs , we’re building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we’re helping everyone design, prototype, and manufacture faster than ever before. We’re a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you’re ready to shape the future of fabrication, come build it with us. As the dedicated Customer Support Field Engineer / Field Service Technician for Formlabs, you will be the primary technical point of contact and face of our company across the North America . This is a role where you will be traveling 80% or more of the time. You will be responsible for the full lifecycle of the customer's on-site experience: from the initial installation and commissioning of equipment to delivering comprehensive user training and performing critical repairs. You are not just fixing machines; you are empowering customers to use them. The Challenge: Installation & Customer Training (On-Site) Equipment Installation: Travel to customer sites to unpack, install, commission, and calibrate new 3D printing systems. User Training: Conduct structured on-site training sessions for new and existing customers. You will teach them how to operate the machinery, utilize software, and perform basic maintenance. Demonstrations: Perform live product demos to inspire confidence in the technology and ensure the customer team is fully up to speed. Break-Fix & Maintenance (On-Site) Rapid Response: Act as a deployable resource for customers facing downtime, often traveling on short notice to perform urgent repairs. Preventative Maintenance: Manage a schedule of annual maintenance visits, ensuring all warrantied customers are serviced within their 90-day target window. Troubleshooting: Employ critical thinking to diagnose electromechanical issues and achieve "single visit resolutions" to minimize travel and downtime. Logistics & Reporting Visit Volume: Execute a high volume of activity. Travel Management: Independently manage a complex travel schedule (flights, trains, hotels, rental cars) and submit expenses on time. Documentation: Maintain meticulous records of installations, training sessions completed, and repairs in Salesforce. Your Profile: Bachelor's degree or equivalent in a STEM -related field You have hands-on repair experience You have a valid passport You are capable of performing job function utilizing written procedures, verbal instructions and visual aids Ability to work independently with little direct supervision while traveling 80+% of the time You are located in close proximity to Hartsfield-Jackson Atlanta International Airport Bonus Skills: Experience in Dental/Medical applications Experience with CAD/CAM Experience with 3D printing technologies and materials. Our Benefits & Perks: Robust equity program to build future wealth through RSUs Comprehensive healthcare coverage (Medical, Dental, Vision) 401K matching and access to financial advisors Generous paid Parental Leave (up to 16 weeks) Tenure-based paid Sabbatical Leave (up to 6 weeks) Regular sponsored professional development opportunities Many opt-in culture events across our diverse community And of course… unlimited 3D prints We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Even if you don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing. Compensation We are all owners of Formlabs and direct beneficiaries of our success. We believe that equity is a critical component of compensation at Formlabs, and we want our newest team members to understand the potential value of their equity compensation. Full time employees receive equity, in the form of RSUs. Your financial investment will grow with us in accordance to your impact. At Formlabs, base pay is one part of our total compensation package and is determined within a range. Your base pay will depend on your skills, qualifications, experience, location and expected impact on the organization. The hourly base pay range for this role is: $33.20 — $45.83 USD