Field Technician

Hi there! We’re looking for an empathetic hands-on individual to focus on building and growing our 3D printer Field Technician Team. In this role, you’ll be working as a key component of our Customer Success and Operations team, working to build a scalable network for deployment globally that can be grown to support future Mosaic products. This role will be a hybrid in-office and remote position with periods of international travel (up to 75% of the year). If you like to travel and work with advanced technology, this role is likely for you! If travel is not for you, we have several applications engineering roles coming out soon that may be a better fit.

--- The Company & Product ---

Mosaic is a venture-backed 3D printing technology company. Our goal is to bring 3D printing to the factory floor by reducing the Total Cost per Print hour, and introducing the first scalable solution for polymer based 3D printing.

We entered the industry nine years ago with a goal to become the go-to solution for multi-material 3D printing. Today, we’re the most widely adopted multi-material 3D printing technology. Our team recently introduced Array and Element, allowing us to bring 3D printing to the factory floor.

Watch our 2021 Virtual Product Launch here to learn a bit more about Mosaic’s products: https://www.youtube.com/watch?v=6iWrXbD0f9w

--- The Role ---

You will take on the challenge of assisting in all aspects of our Field Operations team. This team will be responsible for setting up our automated 3D printing system Array, as well as completing on-site training for customers. You will assisting the Customer Experience Lead in creating the processes to train external partners, including resellers and contractors, to complete these same processes with future Array customers.

You will be working with Array customers to coordinate and organize deployment and support schedules. You will also have input in creating a deployment team to grow Mosaic’s assembly and training capabilities. You will ultimately be responsible for helping to manage this team, and ensuring deployments go smoothly across the globe.

In this role, you will:

• Assist in creating the end-to-end process for deploying and servicing Array globally. This includes developing setup and training documentation, end-user training, reseller / channel partner training and building Array’s at our customer’s locations
• Work closely across teams ranging from internal sales, engineering, and customer success as well as external customers, contract manufacturers, and logistics companies
• Develop processes and procedures to ensure that we are providing top-notch technical and training services to Mosaic customers
• Travel to work with domestic and international clients (approximately weekly for the first year, less frequently afterwards). You can expect to be traveling 75% or more of the time the first year
• Please include "Hi, I read the post!" at the top of your note if you're applying
• Ensure all processes are efficient, scalable, and cost effective

--- Top candidates for this role... ---

• Are organized, personable, and driven with strong oral and written communication skills
• Enjoy working with people, and spending time working towards measurable outcomes
• Come from a technical background, are comfortable with reasonably complex technical concepts, and able to grasp new concepts quickly
• Are process oriented and comfortable with both learning and developing processes
• Love working with your hands and are capable of moderate physical work
• Enjoy traveling to develop relationships with partners and clients
• Are self-motivated, are comfortable with responsibility, and have a desire to own an important function within an organization

--- You’ll probably think about... ---

• How to improve your skills in building meaningful, mutually-beneficial relationships
• The future of 3D printing and the role Mosaic will play in it
• How to improve your day-to-day processes, and our team’s day to day processes
• What trends are you seeing in customers, what objections or questions seem to be coming up in your conversations, and how we can best serve the customer groups we have

--- After 12 months on the job, you can expect to have: ---

• Gained a considerable amount of experience with field deployment, technical training and people management
• Developed automated processes in order to make yourself and your team efficient, allowing you to hit your targets consistently
• Learned the ins and outs of the 3D printing industry, the different players involved, and where the industry is headed in the long term

--- Here’s what our customers say about us: ---

• “THIS is great customer support. Found the problem and solved it in under 2 hours!” (https://twitter.com/flowalistik/status/898262414881247232)
• “Pretty much the nicest, genuine company/people I've ever done business with.” (https://facebook.com/groups/130130450956865/permalink/132506230719287/)
• “I’ve never had service like Mosaic’s” (https://i.gyazo.com/d3a5916e108b5307fa47e16a700595e6.png)
• “...but the real value is the support that Mosaic Manufacturing is about. if you don't understand something and post your question on Mosaic Manufacturing fb page. ... i always got an answer to my emails. most of the time after office hours. no that is just awesome . that shows a lot of love for customers” (https://i.gyazo.com/5d03683dd66287a159f124a2f2e2ca3a.png)
• More at http://mm3d.co/testimonials and http://mm3d.co/amazon

--- Links: ---

• Palette Coverage from Adam Savage’s Tested.com: http://youtu.be/uecY5ikWdCI
• A reddit post about a Palette print: http://redd.it/4ttx40 (this post shows a little bit about how we interact with customers); more at our Mosaic user group on Facebook at http://mm3d.co/fb
• Questions? Drop us a line! [email protected] (Jonathan Yeu)