karmegaraja .K

Field Service Support Representative

• Job Details:Deliver remote technical support for 3D printers to resellers, distributors, and field personnel in APAC. Provide on-site technical support when required, ensuring timely and effective issue resolution. Manage escalated support cases, coordinating closely with the headquarters customer support team to drive resolution and maintain customer satisfaction. Support new product introduction (NPI) initiatives by coordinating and following up with distributors on product updates and rollouts. Regularly communicate regional technical status updates to the HQ customer support team and regional CS managers. Prepare and submit quarterly reports detailing distributor activities, technical challenges, and support metrics. Service case management: utilize Salesforce Service Cloud to log, track, and manage customer service cases, ensuring timely resolution in accordance with SLAs and contract terms. Issue escalation & tracking: use JIRA to create, assign, and monitor technical escalations reported by field engineers or customers, collaborating closely with engineering and product teams for timely resolution. Knowledge management: maintain and contribute to internal documentation in Confluence, including troubleshooting guides, SOPs, service workflows, and APAC-specific service requirements or insights.

Manager - Technical Support

• Job Details:Leading the technical support team and customer advocacy team. Installation, training and service of Stratasys, Concr3de and Cell-Ink machines. Discussing with technical team for each customer issues and provide the solution. Provide demonstrations for Stratasys 3D printers. Meet with prospects as a technical expert for the pre-sales discussions. Provide hardware and software training to customers. Take care of the consumables and AMC business for Stratasys products. Identified cross-sell/up-sell opportunities, multi-line options for customers. Track performance of new products hardware, materials and software. Provide CAD work for new parts that can be given to sales and/or marketing. Attending the trade shows and events to demonstrate the technology. Track and maintain the spare parts and service consumable stocks.

Assistant Manager - Technical Support

• Job Details:Assisted in leading the technical support team and customer advocacy team. Installation, training and service of Stratasys, Concr3de and Cell-Ink machines. Discussing with technical team for each customer issues and provide the solution. Provide demonstrations for Stratasys 3D printers. Meet with prospects as a technical expert for the pre-sales discussions. Provide hardware and software training to customers.