Customer Account Representative

At AON3D, we’re doing more than just creating powerful industrial 3D printers. Our hardworking, multidisciplinary team leverages their diverse backgrounds and expertise every day to develop a groundbreaking, open materials platform for additive manufacturing that serves companies at all scales and across infinite industries.

JOB SUMMARY

• This position reports to the Customer Success Director.
• Customer Account Representatives (CARs) are the main point of contact between existing customers and AON3D.
• As such, CARs are assigned a dedicated list of customers which receive priority support depending on their Success Plan membership. 
• Employees in this position need to have strong social and communication skills by phone, email and in person for occasional customer visits.
• Forming a personal bond with a customer is key to ensuring that they feel they are in good hands and that their needs are being attended to.

RESPONSIBILTIES

• Ownership of specific customer accounts (Success Plan) to be single point of contact for customers at AON3D.
• Act as liaison with Hardware & Software Engineering, Sales, Procurement, Warehouse, and Accounting.
• Customer interface as Level 1 support (generalist) through calls or ticketing tool. This includes:

Basic machine operation. Ex: Printer Setup, calibration, dual toolhead prints

Machine technical issues. Ex: troubleshooting problems, preventive or corrective maintenance

Print process questions Ex: material recommendation and compatibility, material handling, optimization of material properties and aesthetics

• Sell and manage orders for aftermarket products (spares, consumables and filaments) and services (Plans, Training, Consulting).
• Manage warranty or commercial support programs in support of customer requests.
• Must be able to travel occasionally on-site (primarily Canada and US) for customer visits.
• Possibility to balance office and remote work.

QUALIFICATIONS

• Mandatory : Formal education in electro-mechanical as technician or Engineer.
• Excellent verbal and written communication skills in English; ability to simplify complex topics for customers.
• Prior work experience in a technical environment (5+ years) and a customer-facing role.

NICE TO HAVES

• Knowledge of 3D printing and additive manufacturing, specifically within the realm of FFF/MEX/FDM processes.
• Expertise in electro-mechanical troubleshooting of complex machines or systems.
• Bilingual (French/English)
• Knowledge of systems or tools: Hubspot (CRM), Odoo (ERP), Jira, 3D Slicing Software

WHAT WE OFFER

*Flexible work schedule

*Competitive salary with advancement possibilities

*Benefits and insurance starting day 1

*Employee Stock Options Plan

*Being part of an enthusiastic, dynamic team in an innovative and disruptive industry 

WHAT TO EXPECT AFTER YOU SUBMIT YOUR APPLICATION

We do our best to review and action all applications rapidly. Although we’d love to be able to speak with everyone that applies, due to the volume of applicants we receive and time constraints, only those selected to move forward will receive a follow-up. 

AON3D is an equal opportunity employer. All qualified applicants are given consideration regardless of race, religion, colour, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable employment laws. If you have a disability or special need that requires accommodation, please contact us.