Field Service Technician

COMPANY OVERVIEW

Transforming the way companies Design, Manufacture, Connect to, and Service their products, EAC Product Development Solutions (EAC) is a complete source for your product development needs. EAC has been an industry leader for over 29 years and our experts help guide companies to achieve their strategic business goals and optimize their technology, systems, people, and processes for long-term success. Our capabilities span the world of Additive Manufacturing/3D printing and the entirety of the manufacturing process from design ideation to product engineering to manufacturing and services in the field.

EAC CULTURE:

POSITION OVERVIEW - The position is a hybrid position located in the Minneapolis, MN area. No relocation provided, must currently reside in the USA.

The Field Service Technician serves as the on-site representative of EAC's Hardware Services team, delivering the same high-quality customer experience in person as provided remotely. This role is responsible for traveling to customer locations to perform preventative maintenance, execute break-fix repairs, and deliver hands-on training for 3D printing hardware.

The ideal candidate combines strong technical aptitude with excellent customer-facing skills, enabling them to troubleshoot issues in real time and resolve problems efficiently-often within a single visit. Hardware partners include Formlabs, INTAMSYS, AMT Post Pro, and Creality.

Department

Additive Manufacturing Business Unit

Reports To

Director of Additive Manufacturing Business Unit

EAC Contact

EAC Human Resources

Location

Hybrid - Minneapolis, MN

Responsibilities

Responsibilities, skills, and knowledge may be representative, but not all-inclusive of those commonly associated with the position.

• Customer Support & Technical Service
• Troubleshoot 3D printing hardware issues via phone and email for customers and partners.
• Perform on-site diagnostics, preventative maintenance, and break-fix repairs.
• Ensure timely and complete resolution of technical issues, with a focus on single-visit success.
• On-Site Engagement & Training
• Travel to customer locations (primarily Minnesota, Wisconsin, and Iowa, but not limited to) to deliver services.
• Provide in-person onboarding and training for Premium Hardware Service customers.
• Maintain a high level of professionalism and customer experience during all on-site interactions.
• Travel & Field Operations
• Travel up to 100% as needed (average estimated at 30-50%).
• Utilize personal transportation for travel (mileage reimbursement provided).
• Manage scheduling of preventative maintenance visits and service appointments.
• Documentation & Communication
• Accurately document all service activities and on-site visits.
• Communicate key findings and customer insights to Sales Account Managers and Customer Success Managers to support account growth and retention.
• Collaborate cross-functionally with Customer Fulfillment, Sales, and Sustaining Engineering teams to resolve customer issues efficiently.
• Inventory & Preparedness
• Maintain and manage inventory of tools, spare parts, and service equipment.
• Ensure readiness for all on-site visits with appropriate materials and resources.
• Problem Solving & Adaptability
• Respond effectively to unexpected challenges in the field.
• Make real-time decisions to maintain service quality and customer satisfaction.
• Identify opportunities to improve processes and customer outcomes.
Perform other duties as assigned based on evolving business needs.

Qualifications

An equivalent combination of education, training and experience will be considered.
• Education & Experience
• Bachelor's degree preferred; equivalent combination of education and experience will be considered.
• 2+ years of relevant technical or field service experience preferred.
• Experience with Additive Manufacturing Industry.
• Technical & Professional Skills
• Strong troubleshooting and problem-solving abilities.
• Ability to quickly learn and adapt to new technologies and hardware systems.
• Proficiency in documenting service activities and managing schedules.
• Customer & Communication Skills
• Must have excellent verbal and written communication skills.
• Strong interpersonal and customer relationship skills.
• Ability to effectively train and engage customers in person.
• Core Competencies
• High attention to detail and strong organizational skills.
• Self-motivated with the ability to take initiative.
• Results-oriented with a focus on customer success.
• Adaptable and able to perform effectively in dynamic environments.
• Ability to manage stress and maintain composure under pressure.
Work Environment

Environmental or atmospheric conditions commonly associated with the performance of the functions of this job.
• Ability to work in a remote environment or in-office.
• Exposed to moderate noise levels
Physical Abilities

Physical abilities that are commonly associated with the performance of the functions of this job. The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this…