Linares, Spain / Full-time
At Meltio, we are looking for a Technical Support Technician for APAC to join our growing Support team!
We are a young, yet rapidly growing company, aiming to take metal 3D printing to the next level by developing high-performance, affordable, and easy-to-use metal 3D printing solutions.
What are we looking for?
This person will be located in Linares, Spain at the Meltio factory with occasional travel as needed. They will provide technical support to customers, resellers, and the Meltio service workforce across the APAC region, ensuring efficient resolution of technical issues and driving customer satisfaction.
The position requires a strong technical background, experience with 3D printing technology, and the ability to manage customer relations effectively in a multicultural environment.
The Technical Support Technician at Meltio for APAC is critical to ensure that customers in this region can effectively use the company’s metal additive manufacturing machinery. Below are the duties, skills and training required for this position.
Main responsibilities:
- Provide remote technical support to end customers (technology centers, universities, industrial clients) and channel partners through the Meltio Customer Portal.
- Troubleshoot hardware, software, and application issues with Meltio LMD 3D printers.
- Initiate onsite support by identifying necessary parts and ensuring a proper handover to the Channel Partner Field Service Engineers.
- Maintain constant communication with customers, ensuring Service Level Agreements (SLAs) are met.
- Conduct onsite visits to customers’ facilities within the APAC region for technical support, troubleshooting, and installations.
- Assist the training team with installations and configurations for customers who purchase on-premise services.
- Support resellers during Meltio integration kit installations.
- Manage the APAC installation protocols and maintain an accurate database of machines and resellers.
- Track machine status and reseller performance, ensuring all records are updated in the Meltio Customer Portal.
- Oversee the installation of manufacturing defect solutions in the region.
- Design and prepare spare parts and toolkits for resellers, ensuring availability for all Meltio hardware products.
- Track and manage non-standard orders, providing internal departments with support and clarification when needed.
- Create and maintain a “Manufacturing Defects Shipments and Planning” document for systematic issues affecting more than five machines, in coordination with engineering and production teams.
- Develop technical support protocols, manuals, and troubleshooting guides.
- Document customer issues, interactions, and resolutions for proper case history tracking.
- Provide detailed visit reports to sales teams, identifying sales opportunities and customer needs.
- Share insights with marketing and sales teams on customer project requirements and potential upselling opportunities.
You will be a great fit for the Meltio team if you are/have:
- Strong technical background with Bachelor’s degree in Science/Engineering – preferably Mechanical, Industrial or Electrical Engineering – or equivalent. Technicians with a strong background in technical troubleshooting without an engineering degree are welcome to apply.
- Experience with industrial machinery maintenance and repair (both preventive and corrective) will be valuated.
- Experience in Additive Manufacturing technology, 3D Modeling Software, CAM software – and/or 3D printing workflows will be valued.
- Experience in Robotics or Computer Numerical Control (CNC) for machining will be valued.
- Ability to follow and read electrical/electronic diagrams will be valued.
- Ability to work collaboratively in an ethnically, linguistically, and culturally diverse environment.
- Excellent organizational skills; able to prioritize work in accordance.
- Able to use English and Spanish as communication languages.
- Experience with technical documentation and creating user manuals and guides.
- Able to use English and Spanish as communication languages.
If you feel like you would be a great addition to our team, send us your CV and project portfolio to [email protected]
We encourage you to apply regardless of meeting all qualifications and/or requirements.