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Service Technician - Additive

Service Technician - Additive

Indicate Technologies Inc.Santa Clara, CA, US
30+ days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Company Overview : Indicate Technologies is a leading provider of advanced manufacturing solutions, specializing in 3D printing, 3D scanning, and metrology equipment and services. We empower businesses to accelerate product development, enhance manufacturing processes, and achieve their goals through innovative technologies and expert guidance. Our mission is to catalyze success by delivering high-performance solutions ensuring mutual success for our customers, suppliers, and ourselves.

Position Overview : Reporting to the Director of Sales, Additive, the Service Technician – Additive plays a critical role in supporting the success of the organization but installing, servicing, and maintaining customer’s additive equipment. This position focuses on serving as the primary contact for service inquiries related to 3D Printers. Provide exceptional customer service via email, phone support, and on-site visits.

Success in this role requires strong communication skills, a proactive mindset, and the ability to work independently. The ideal person in this role is technologically savvy, highly organized, and motivated by achieving and providing world class service.

Key Outcomes :

Machine Repairs and Installations :

  • Rapid Diagnosis & Resolution : Accurately troubleshoot and repair machines to minimize downtime and restore full operational capability.
  • Quality of Repair : Ensure all repairs meet OEM standards and pass quality verification checks.
  • Customer Uptime : Achieve high machine availability through timely and effective service.
  • Documentation & Feedback : Complete clear service reports with root cause analysis and recommend preventive measures.
  • On-Time Completion : Execute installations according to project timelines, ensuring readiness for production without delays.
  • First-Time Accuracy : Install and calibrate machines correctly on the first attempt, avoiding rework or callbacks.
  • Customer Enablement : Train end-users on operation, safety, and maintenance during installation to ensure confidence and independence.
  • Compliance & Safety : Complete installations in line with safety standards, site requirements, and regulatory guidelines.

Customer Relationship Management :

  • Deliver excellent service experience. Ensure customers feel supported and confident by providing timely updates, explaining technical issues in plain language, and following through on commitments.
  • Manage and maintain accurate records of customer’s equipment information in CRM
  • Maintain positive feedback with the customer. Gather and relay customer insights, feedback, and recurring issues to the service and sales teams to improve overall customer experience.

    • Market Research : Stay up to date on company offerings and industry trends

  • Stay knowledgeable about 100% of Indicate Technologies product and service offerings
  • Stay updated on competitor offerings
  • Provide customer engagement insight

    • Identify product and service offering gaps

  • Provide buyer insight observations

    • Identify buying trends around products and services

  • Provide customer landscape insights to rest of team
  • Research new products and upcoming industry technology advancements

    • Other :

  • Act as supportive resource to Indicate Technologies team members
  • Participate in tradeshows based on assignment
  • Participate at in-office events

    • Exemplary :

  • Proactively resolves daily logistical issues that arise
  • Demonstrates strong ownership of responsibilities
  • Always strives for accurate and efficient outcomes
  • Promotes successful collaboration across Indicate Technologies
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    Service Technician • Santa Clara, CA, US