> Markdown version of [/jobs/ext/3757375-technical-support-engineer-metals](https://www.wearedevelopers.com/jobs/ext/3757375-technical-support-engineer-metals). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Technical Support Engineer - Metals

- **Company:** EOS Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Computer Networks, Databases, Computer Literacy, SolidWorks (CAD), Data Cleansing, Microsoft Office, SAP CRM, Diagnostic Tools
- **Published:** October 15, 2026
- **Apply:** https://startup.jobs/technical-support-engineer-eos-gmbh-electro-optical-sys-10460286

## About the Role

* Certified technician or skilled worker in electrical engineering technology.
 * Two to three years of experience servicing industrial equipment.
 * Experience with data preparation for additive manufacturing using MAGICS and/or SolidWorks preferred.
 * Product knowledge on industrial lasers and axis motion systems is a plus.
 * Bilingual in English and German is a plus.
 * Skilled in interpreting written, oral, schematic and diagram engineering instructions.
 * Strong commitment to service standards including account ownership and customer satisfaction.
 * Computer knowledge (PC-configuration, MS- Windows, Network knowledge, MS-Office)
 * Ability to work independently and cope with pressure
 * Team oriented, flexible, and adaptable.
 * Willingness to travel as needed.

## Description

* Increase the effectiveness of Service Engineers through technical knowledge transfer and training.
 * Provide machine and ancillary device training to Field Service Engineers.
 * Strong focus on internal and external customer satisfaction.
 * Resolve customer issues thoroughly, documenting pertinent information and following through to resolution.
 * Escalate customer issues promptly when they cannot be resolved at the local level.
 * Help manage machine upgrades and equipment updates.
 * Collaborate closely with GmbH on technical issues through Collaboration Teams.

Customer Support

 * Work closely with Field Service Engineers to recognize escalation thresholds early.
 * Use C4C extensively to analyze, plan, execute, and document service cases, maintaining active service calls daily.
 * Record, track, and document hotline support requests, including all decisions and actions taken to resolve issues.
 * Analyze C4C cases to identify common trends and underlying problems.
 * Create and share self-help resources and lessons learned with the group to prevent recurring issues.
 * Travel to customer sites as needed to support assigned platform.
 * Accompany Service Technicians on escalated issues to resolve problems and provide technician training.
 * Work with Regional Managers to dispatch technicians based on skill level and training.
 * Follow the escalation process, including notifying responsible parties and following up daily until resolution.
 * Deliver accurate, high-quality support to internal and external customers.
 * Continuously expand knowledge of EOS products including hardware and software and share this knowledge through colleague training, including developing local training sessions.

Training & Feedback

 * Create training sessions that cover areas where field personnel are struggling.
 * Promote the use of diagnostic tools, i.e., EOState, EOSPRINT, HSC Logs etc.
 * Record problems in the existing Service database (C4C).
 * Ensure knowledge gained from the field is shared with the appropriate people throughout the organization.
 * Create a vehicle for sharing lessons learned with individuals or the entire service group, as needed.