Customer Experience Technician

Customer Experience Technician

Reports to: Director of Marketing, Sales Operations and Customer Experience

Department: Customer Experience

Location: Rapid City, South Dakota - In Person Only

Pay: $50,000.00 - $70,000.00 per year

The Customer Experience Technician helps B9

Creations customers successfully adopt, use, and get the most value from our 3D printing technology. This role combines customer support, technical troubleshooting, training, sample printing, and day-to-day customer needs with hands‑on operation of B9

Creations 3D printing systems. The role also provides hands‑on 3D printing support, including the timely and precise fulfillment of sample printing and service bureau requests, operation and maintenance of B9

Creations equipment, and development of deep technical knowledge of B9

Creations products and printing processes. This technical expertise is used to help customers successfully adopt, use, and get the most value from B9

Creations technology. This is an in‑person‑only position based at B9

Creations’ office in Rapid City, South Dakota. Remote and hybrid work arrangements are not available for this role.

• Customer Experience & Technical Support
  • Develop, maintain, and deliver customer trainings, including startup, part print optimization, software, and other applicable training. Ensure all relevant information and documentation is tracked and updated in Hub Spot.
  • Serve as a point of contact for customer questions, technical support, and troubleshooting, including system, software, material, application, and printing issues, and drive issues through resolution or appropriate escalation.
  • Manage customer support requests from intake and triage through troubleshooting, escalation, follow‑up, and documentation in Hub Spot.
  • Coordinate assigned customer service offerings and selected customer projects, ensuring timely completion, clear communication, and proper documentation within Hub Spot.
  • Help customers successfully use B9
    
    Creations technology through training, guidance, and ongoing support.
  • Proactively identify recurring customer issues and opportunities to improve the overall customer experience.
  • Build and maintain strong customer relationships through clear communication, responsiveness, follow‑through, and a commitment to successful customer outcomes.
  • Identify and resolve customer issues while proactively recommending improvements to policies, procedures, documentation, training, workflows, and best practices.
  • Ensure a customer experience mentality is at the center of customer interactions and the 3D printing process.
• 3D Printing & Sample Production
  • Operate B9
    
    Creations 3D printing systems for customer sample printing and service bureau projects.
  • Coordinate sample printing requests, production schedules, prioritization, and customer follow‑up in alignment with business and customer needs.
  • Take ownership of the printing process from file preparation, layout, and orientation through printing, post‑processing, quality control, and documentation.
  • Complete printing requests accurately and on time, keeping appropriate internal stakeholders informed of progress and proactively addressing roadblocks.
  • Maintain detailed records of printing projects and processes to ensure traceability and support troubleshooting and escalation.
  • Develop and maintain a deep understanding of B9
    
    Creations system operations and performance capabilities, including printers, software, materials, accessories, and printing processes.
  • Apply knowledge of layout, orientation, printing processes, and system capabilities to troubleshoot printing and application‑related issues.
  • Manage and stock printing materials and supplies in the sample printing area and ensure they are properly stored.
  • Perform…