Technical Field Support Engineer III
Location: West Lebanon
Posted on: June 23, 2025
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Job Description:
Works on highly complex issues where analysis of situations or
data requires an in-depth evaluation of variable factors. Exercises
sound judgment in selecting methods, techniques, and evaluation
criteria for obtaining results. Networks with key contacts and
follows the prescribed (SOP) global escalation process when
requiring assistance. Acts as the technical expert and advocate for
the customers’ application. SUPERVISION: Works with little to no
supervision to determines the best methods and procedures on all
assignments and may be called to support or lead the activities of
other personnel on project work or special assignments. EXPERIENCE:
Typically requires a minimum of 8 years of related experience with
a Bachelor’s degree; or 6 years and a Master’s degree; or a PhD
with 3 years experience; or equivalent experience. ESSENTIAL DUTIES
AND RESPONSIBILITIES: • Maintains productive and positive technical
support relationship with the top tier set of strategic / key
customers. • Works as a team with Dimatix Sales and Business
Development to provide primary layer of customer interaction. •
Delivers a timely response to customer inquiries; follows through
on all tasks and action items. • Conducts customer trainings, both
on-site and at Dimatix facilities as required. • Assists in the
development of technical support documentation, training
literature, and programs. • Creatively analyzes complex, vague, and
difficult customer problems; arrives at logical conclusions or
hypotheses. • Works closely with global Customer Support colleagues
through the global escalation process to engage • Engineering and
other analytic resources for customer case resolution support. •
Communicates with other Dimatix departments as necessary and
appropriate to respond to customer inquiries. • Provides support to
Engineering and Business Development through defined feedback
channels to ensure customer product requirements are known and met.
• Participates in and/or leads teams for product specific problems
and development opportunities. • Prepares Trip Reports on the
status of customer products, issues, and opportunities for each
customer visit. • Extensively travels to customer sites and Dimatix
facilities, occasionally on short notice. • Travels to exhibitions
and provides support on product demonstrations, etc. • Regularly
trains in Dimatix-NH to stay current with new products, processes,
applications, technology, etc. • Provides input to product planning
and upgrade activities. • Performs all required administrative work
on-time and accurately: time sheets; expense reports; trip reports;
etc. QUALIFICATIONS: To perform this job successfully, an
individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of
the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions. REQUIRED : • Excellent customer
interaction skills • Bachelor Degree and with a minimum of 6 years
of related experience; or 5 years and a Master’s degree; or a PhD
with 3 years’ experience. • Expert level understanding of digital
printing technology. • Advanced reasoning skills to analyze and
solve customer problems. • Ability to work collaboratively across
many functional departments. • Excellent written, verbal and
presentation skills; command of the English language. • Strong math
and computational skills. • Minimum 5 years of customer support
experience, including 3 years of field service support. • Ability
to educate customers on systems and trouble shoot problems.
DESIRED: • Expert level understanding of Dimatix products and their
applications • High level knowledge of chemistry, EE/SW or fluid
physics PHYSICAL DEMANDS: The physical demands described here are
representative of those that must be met by an employee to
successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions. • This job is
performed primarily in a normal office environment, where the noise
level is moderate. During site visits the environment will include
factory floor time with higher noise levels. The job involves
standing, walking, sitting, using hands and fingers, some reaching
and the ability to lift up to 10 pounds. WORK ENVIRONMENT: The work
environment characteristics described here are representative of
those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential
functions. • Normal office environment • Frequent travel to
customer locations. • May potentially handle hazardous waste in
accordance with the safe work practices defined in Hazardous
Communication and Hazardous Waste training programs. Initial
training is required upon hiring status and every 3 years
thereafter. Employees handling hazardous waste will insure that
waste containers in their work areas are properly labeled and
dated. Employees will ensure that waste containers are closed after
transferring waste to them. Report any incidents involving
hazardous waste to supervisor. OTHER: • Other duties as may be
assigned. • Each employee’s primary objective is to assure that the
quality, delivery and cost controls within his/her control meet or
exceed all of our internal and external customers’ requirements. •
Each employee is required to abide by the Employee Handbook and the
rules and regulations explained and provided at each orientation
and training session. Special attention must be given to the safety
aspects of these documents
Keywords: , Arlington , Technical Field Support Engineer III, Engineering , West Lebanon, Massachusetts
