Service & Support Engineer

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Do you enjoy working with cutting-edge technology, solving complex technical challenges, and working directly with customers around the world? At Additive Industries, you’ll play a key role in ensuring our metal additive manufacturing systems perform at their very best.

Responsibilities
We are looking for a Service and Support Engineer to join the Additive Industries’ Customer Lifecycle Support team. This multidisciplinary team is responsible for all service and support activities within Additive Industries, from system handover by the production team until end-of-life arrangements at our customers. The Customer Lifecycle Support team is an important interface between the customer and the Additive Industries team (research and development, engineering and sales).

Next to that the Service and Support Engineer is also an important commercial ambassador.

You understand that a well-prepared execution of system installations, upgrades, replacements and maintenance is key to maximize the value of the Additive Industries’ metal additive manufacturing system. Preparations will start with the factory acceptance test of the system where you will cooperate with the production team. You will coordinate the shipment to the customer and execute the system installation and setup of the system at the customer’s facilities.

The installation is completed with a site acceptance test and a training for our customer’s operators and technicians. After a successful installation, continuous condition monitoring, maintenance, performance evaluation, diagnosis, upgrades and problem solving are an important part of your job. You will provide support remotely and if required on-site to maximize uptime. You will be the first and direct contact person for a limited number of customers where you have completed installations.

As part of your training, the first months you will join the operations team, to gain full understanding of the systems we build.

The ingredients for a successful performance are in sum:

Organize and execute successful installations at customer site resulting in final acceptance

Provide general training to customers’ operators and technicians

Provide 1st line support of Additive Industries’ products, remotely and when needed on site

Execute condition monitoring, evaluate, diagnose and resolve problems to enable 24/7 production

Provide support to customers with preventive, periodic and corrective maintenance

Install and monitor remote support tools and issue tracking processes

Willing to travel up to 50% of the time

Excellent social and communication skills

Commercial acumen

Stress resistant

Fluent in English, knowledge of Dutch, German and/or French language in word and writing is considered an advantage

Reporting
The Service & Support Engineer reports to the Team Lead Services EMEA & APAC.

Knowledge and experience

Education:

Bachelor’s degree in Mechanical Engineering, Control- or Electrical Engineering, Software Engineering, Industrial Automation or similar.

Work experience:

Experience with high tech systems and specifically hands‑on experience with installing and/or servicing high tech systems

Basic knowledge of control technology and electrical systems

Experience with providing remote service

Familiar with the terms FAT, SAT, design for testability, assembly and serviceability

Proven skills in information retrieval, analytical thinking and troubleshooting

Experience and discipline to write technical reports on a daily basis to various stakeholders in the organization

Practical experience in providing training to end-users

Experience with Beckhoff PLC software is an advantage

Culture Additive Industries
Additive Industries is a young and fast growing professional organization. We have developed a strong pragmatic team attitude in which we work and experiment together in achieving our joint goals. We are looking for a broad range of people with diverse backgrounds to join our organization. We have formulated the following personal traits contributing to our company culture:

Open, self-confident and result oriented

Driven by technical challenges, eager to learn and entrepreneurial

Proven team player who takes ownership

Professional and structured

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