Techinical Support Specialist - 3D p in Whitehall, Pennsylvania at Proteor Printing Solutions LLC

Technical Support Specialist – 3D Printing

Plant Manager

Coplay, PA (On-Site)

PROTEOR Print is a leader in advanced additive manufacturing solutions, delivering innovative 3D printing technologies and services to customers across a variety of industries. As part of the PROTEOR family, we are committed to innovation, quality, and customer success. Our team works collaboratively to develop and support cutting-edge manufacturing solutions that improve outcomes and create new possibilities.

Job Overview:

The Technical Support Specialist – 3D Printing serves as the primary point of contact for customers using PROTEOR Print's 3D printing products, services, and workflows. This role combines technical expertise in additive manufacturing with exceptional customer support skills to ensure customers receive timely, accurate, and effective assistance.

Key Responsibilities and Duties:

• Serve as the primary point of contact for customers seeking technical support related to 3D printers, materials, and additive manufacturing workflows.
• Troubleshoot common 3D printing issues, including print quality concerns, file preparation, material selection, printer settings, and production constraints.
• Review customer-provided files and identify potential issues related to geometry, printability, orientation, tolerances, or material compatibility.
• Communicate clearly and professionally with customers by phone, email, and internal support systems.
• Coordinate with production, design, sales, and engineering teams to resolve customer inquiries and ensure accurate order fulfillment.
• Document customer interactions, technical issues, resolutions, and recurring problems in CRM, ERP, or ticketing systems.
• Develop and maintain customer-facing support materials, FAQs, and internal troubleshooting guides.
• Maintain a strong understanding of PROTEOR Print's products, materials, manufacturing processes, and quality standards.
• Escalate complex technical or customer issues to appropriate internal teams when necessary.
• Identify trends in customer questions, file issues, or production challenges and recommend process improvements.
• Support customer onboarding, training, and education regarding PROTEOR Print's technologies and workflows.
• Other duties as assigned.

Required Skills/Abilities:

• Strong technical aptitude with the ability to diagnose and resolve complex problems.
• Familiarity with 3D printing and additive manufacturing processes, specifically FDM technology.
• Ability to read and understand 3D file formats including STL, OBJ, STEP, and 3MF.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong problem-solving skills and attention to detail.
• Ability to prioritize and manage multiple customer requests in a fast-paced environment.
• Experience with CRM, ticketing, ERP, or order management systems preferred.
• Proficiency with Microsoft Office applications, including Word, Outlook, and Excel.
• Experience with 3D modeling or file repair software is a plus.
• Knowledge of Duet3D and RepRap Firmware is a plus.
• Demonstrates a high level of integrity, professionalism, and customer focus.

Education and Experience:

• Associate's degree or higher in Engineering Technology, Manufacturing Technology, Computer Science, or a related technical field preferred.
• Equivalent combination of education and relevant experience will be considered.
• Minimum of two years of experience in technical support, customer support, manufacturing support, or a related role.
• Hands-on experience operating or troubleshooting 3D printers preferred.
• Experience with additive manufacturing technologies, particularly FDM printing processes.
• Knowledge of orthopedic, prosthetic, medical device, or custom manufacturing workflows preferred.
• Understanding of manufacturing tolerances, surface finishes, post-processing methods, and material properties preferred.
• Experience in a regulated manufacturing environment is a plus.
• Bilingual communication skills are a plus.

Physical Requirements:

• Prolonged periods of sitting and working on a computer.
• Ability to occasionally stand, walk, and work within a manufacturing environment.
• Ability to inspect printed parts and equipment, including close visual work.
• Must be able to occasionally lift and carry materials or equipment up to 25 pounds.
• Ability to travel up to 10%.