Technical Hotline Specialist

Title: Technical Hotline Specialist
Responsible Manager: Technical Support Manager
Location: Pflugerville, TX

EOS, the world market leader in industrial 3D printing, is seeking a motivated and technically skilled individual to support our technical hotline. In this role, you will serve as a key point of contact for customers, providing timely troubleshooting, technical guidance, and product support while ensuring a high level of customer satisfaction.

What you will be Doing:

•Provide remote technical support for the EOS customer installation base in coordination with the Technical Support Engineering (TSE) team.
•Serve as first-line support for customers, addressing issues professionally and efficiently.
•Answer incoming customer phone calls in a calm and professional manner and respond to customer phone messages promptly.
•Collect and document customer information and required machine data packages for incoming support calls.
•Maintain accurate records of customer call times and report them in C4C.
•Open C4C notifications for all new customer support calls and create service orders as required.
•Work closely with the Technical Support team to ensure the local installation base is maintained to company standards.
•Collaborate with the Material Order team on aftermarket orders, responding to part-specific questions and customer requests using Parts365 Catalogues and SAP.

Your Talents

•Skilled customer service professional with a minimum of three (3) years of experience in a Technical Service Department.
•Demonstrated product knowledge of industrial lasers and axis motion systems is a plus.
•Ability to interpret and work with written, oral, schematic, and diagram-based engineering instructions.
•Strong service standards with a focus on account ownership and customer satisfaction.
•Solid computer skills, including PC configuration, MS Windows, networking basics, and MS Office.
•Ability to work independently while managing multiple tasks and coping with pressure.
•Team-oriented mindset with flexibility and adaptability.
•Cost-conscious approach to service activities.
•Professional appearance, excellent communication skills, and professional conduct are required.
•Willingness to travel periodically; international travel may be required on special occasions.
•Valid driver’s license and passport required
•A bility to rent a car.

Our Vision

Over 1000 sharp minds, about 60 nationalities, one goal: accelerating the world’s transition to Responsible Manufacturing.
Our proven technology, industrial 3D printing, has been extending the boundaries of manufacturing for over 30 years. We work globally networked and prefer to think outside the box and we’re looking for people who want to shape the future with us.

EOS welcomes individuals from all backgrounds, ensuring equal opportunities without regard to race, color, religion, national origin, gender identity, expression, sexual orientation, age, or disability. At EOS, equity and inclusion are fundamental principles, and we believe in creating a work environment that is built on empathy, respect, and fairness.

Our Vision:

Over 1000 sharp minds, about 60 nationalities, one goal: accelerating the world’s transition to Responsible Manufacturing. 

Our proven technology, industrial 3D printing, has been extending the boundaries of manufacturing for over 30 years.

We work globally networked and prefer to think outside the box – and we’re looking for people who want to shape the future with us. 

EOS welcomes individuals from all backgrounds, ensuring equal opportunities without regard to race, color, religion, national origin, gender identity, expression, sexual orientation, age, or disability. At EOS, equity and inclusion are fundamental principles, and we believe in creating a work environment that is built on empathy, respect, and fairness. We are ALL IN.