Team Lead Customer Service f​/m​/d

Your mission is the success and satisfaction of our customers with our 3D printing solutions. Together with the sales team you are a guarantor for the growth of our existing customer business and ensure an excellent user experience. Together with your team you will be responsible for the installation and technical service of our printers as well as the technical support of our customers.

In the Service area, your tasks include coordinating processes and continuously improving them based on transparent, measurable KPIs. Internally, you coordinate the collaboration with Sales, Quality Management, Development and Supply Chain to ensure customer success. Externally, our sales partners are your most important customers, whom you develop through training and 2nd level support into a strong team that masters 1st-level support.

• Ensure low response times and efficient handling of 1st level tickets.

• Coordinate 1st & 2nd Level installation and technical services.

• Maintain and update service reports and SAT in Salesforce & Big Rep CONNECT

• Ensure and coordinate process compliance and continuous improvement.

• Cooperate with ACADEMY on knowledge management in the form of How Tos, manuals and training documents.

• Coordinate spare parts delivery between CS & OPS.

• Quotation preparation of service visits with 1st & 2nd Level.

• Act as any escalation point and evaluate customer claims and warranty or goodwill actions and carefully balance customer and Big Rep interests.

• The documentation and evaluation of service work and processes, as well as the analysis of improvement potentials and their implementation is the basis for constantly growing customer satisfaction (3rd level).

• Ensure to train, empower and motivate your team, to keep the fluctuation on a minimum level.

• Work closely with the Director Global Customer Service to improve customer satisfaction and ensure an extraordinary customer experience.

• Technical leadership of 1st level, 2nd level, and 3rd level.

• Ensure a high level of application and printing knowledge within the Customer Service Team.

• Disciplinary leadership of the regional team.

• HQ
  
  Collaboration:
  
  Act as the interface to the Global HQ for 3rd level escalations
  , ensuring that complex technical issues are documented and resolved efficiently.

• Escalation Management: Act as the primary regional escalation point for customer claims, balancing customer satisfaction with the company’s interests.

• Completed technical training or degree in mechatronics, electrical engineering, mechanical engineering, or a related technical field; certification as an electrical specialist is a strong plus.
• Hands‑on experience as a service technician for complex technical equipment, ideally in additive manufacturing, FFF/FDM 3D printing, or CNC machinery.
• Solid understanding of FFF 3D printing technology and a strong willingness to continuously develop technical expertise.
• Proven experience in customer‑facing roles, including complaint handling and solution‑oriented service communicationn.
• Basic CAD knowledge, ideally with Solid Works, Rhino, Fusion 360, or similar tools.
• Experience working with CRM systems;
  Salesforce experience is an advantage.
• Independent, structured, and solution‑oriented working style with a high sense of ownership and responsibility.
• Strong teamwork, communication, and organizational skills, combined with flexibility and a hands‑on mindset.
• Strategic, entrepreneurial, and creative approach to improving service quality and customer experience.
• Valid driver’s license required.
• Located in the Boston (Acton) Area.
• Willingness to travel nationally.
• Spanish language skills are an advantage.

• Competitive compensation.
• Training and development opportunities.
• The opportunity to work in a growing and innovative field of 3D printing technology.
• A dynamic and team-oriented work environment.