CS Analyst and Specialist

As part of our Customer Support team, you will be responsible for gathering data and developing reports and dashboards for Remote Support, SQ&R, and Operations teams as well as supporting SQ&R and Remote CS with daily activities. Reporting to the Tech Services Director, you will have the opportunity to drive critical change and develop processes to aid our goal of delivering exceptional customer support while executing on Revenue and Cost targets.

Areas of responsibility:

Statistics and Analysis – Reports and dashboards that help meet company targets

• CS Success Metrics
• Service contract, time and material, and other service revenue
• Remote CS, SQ&R, and RMA Costs
• Repair/Refurb Forecasting
• Inventory Planning for spares and SQ&R operations
•  Training and partner engagement Reporting

SQ&R Support – complete work order tasks according to ETEC specifications

• Assisting with workload and planning
• Troubleshoot RMA printers
• Perform repairs on equipment
• Ensure high level of quality
• Document all repairs performed
• Work with customer service to keep customers informed

Work on multiple projects at a time in a fast paced environment

Other duties as necessary

Qualification and Experience:

• At least 1-2 years’ work experience in a similar position (preferred)
• Project management skills in experience or in theory (preferred)
•  Experience with the following is a plus:
  - Jira
  - Monday.com
  - Salesforce.com
  - Oracle
  - SAP
• Analytical & reporting experience
• Experience of dashboard generation
• Experience with CAM language is beneficial
• Experience of Standard triangulation language (STL) is of advantage
•  Experiences in 3D printing industry is a strong plus
• Proficient problem solving and analytical ability
•  Experience with Microsoft Office (Word, Outlook, Excel, etc..)

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