Customer Service Engineer (German-speaking)
As a Customer Service Technical Support Engineer, you'll act as customers' first point of contact regarding technical product questions, incidents, and service requests related to Materialise's industrial software suite. As such, you are the face of Materialise and responsible for achieving success together with our customers through your expert technical knowledge and even more your unwavering focus on delivering an industry-leading customer experience.
Job description
After an initial, in-depth onboarding program, you'll assist customers with questions about the licensing, functioning, installation, and/or configuration of Materialise’s industrial software products, according to work instructions and available (product) information. Initially, you do this with help from more experienced colleagues while growing into full self-sufficiency, becoming an expert who is sought out by others. You will support all Materialise industrial software products, such as Magics, Streamics, Materialise Cloud, and Build Processors.
What you will do
- Assist in the resolution of technical incidents and problems related to the use, configuration, and/or setup of selected software products for our German- and English-speaking customers
- Provide assistance remotely via phone, email, or shared web sessions
- Collaborate closely with product experts for advanced issues while remaining the owner and main customer contact
- Increase your professional knowledge and technical skills to further optimize our internal knowledgebase
- Monitor the ticket queue and respond to all tickets within the established timelines
- Process and manage customer data to ensure efficient handling of customer issues according to the service level agreements
- Help grow the customer support organization within Materialise by providing input to enhance processes and sharing knowledge and experience
- Obtain the CompTIA A+ certification
- Collaborate in a global team with colleagues around the world, such as Ukraine, the US, Germany, and several Asian countries
Your profile
Non-technical skills
- Fluent German and English language skills (written and verbal) are mandatory — any additional languages are considered a strong plus, with Italian and French being the highest priority
- A mindset for excellence and striving toward continuous improvement
- Self-governing with keen attention to detail
- A customer experience focus
- Well-organized and process-minded
- Passionate about learning on the job
- Open to working on a standby schedule, which requires availability outside business hours according to this schedule
Technical skills
- Bachelor's degree in IT, mechanical, electrical, electronic, mechatronics, software, or similar
- Ability to troubleshoot issues independently and deliver clear and easy-to-follow solutions
- General knowledge of desktop hardware
- Advanced knowledge of Microsoft Windows workstation operating systems
- Hands-on knowledge of server hardware, TCP/IP networks, and storage solutions (DAS, NAS, SAN, RAID).
- Familiarity in standard customer IT environments consisting of the following technologies: hardware virtualization and server monitoring tools, Microsoft Windows Server Administration (installation, system management, access permissions, IIS management, disk management), and MS SQL Server Administration (installation, database management, reporting services, SQL queries)
- Experience with additive manufacturing and/or CAD software packages is a plus
- CompTIA A+ or similar IT certifications are considered a plus
Location and type of contract
- Leuven, Belgium
- Full-time
- Hybrid
- Associate level
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Working at Materialise
Materialise is a dynamic, international high-tech company, founded in 1990 and headquartered in Belgium, with over 2,300 employees worldwide. Materialise’s mission is to innovate for a better and healthier world through its software and hardware infrastructure and in-depth knowledge of additive manufacturing (also known as 3D printing). Our customers are in diverse industries, such as automotive, aerospace, medical, research, and academia.
As a growing company, Materialise is always looking for enthusiastic professionals who want to work in an environment full of revolutionary technology and surrounded by people passionate about their work.
What we offer
Healthy life-work balance
When creating a better and healthier world, a good place to start is with yourself. That's why we encourage our employees to prioritize their overall well-being, fostering physical fitness, mental resilience, and social connections through a range of workshops, sports activities, and other events and initiatives that contribute to a balanced and fulfilling work-life harmony.
Personal growth & career development
Materialise invests in people and want to see them grow in a career that fits them best. We offer personal training to every employee, so they can access every available career opportunity.
Team building
It’s also important to enjoy working at Materialise. With initiatives such as memorable team-building activities, lively after-work drinks, and team lunches, we’re building a work environment in which our employees feel good.
Innovation & leadership
Innovation isn’t an empty word at Materialise. We create and deliver high-tech solutions in additive manufacturing. Innovation and leadership by our employees is both encouraged and rewarded.
Hybrid working & flexibility
At Materialise, we value the power of in-person connections and the advantages of remote work, allowing our employees the flexibility to enjoy the best of both worlds. You can work remotely up to 60% of the time and work flexible hours, depending on your particular role.
