• Serve as the primary technical resource for the Bay Area sales team. • Partner with Account Managers to qualify opportunities and drive sales through technical expertise. • Lead customer discovery and translate needs into UR/MiR solutions. • Deliver demos, technical presentations, and proof-of-concept experiences. • Build ROI analyses, proposals, and solution recommendations. • Guide customers and partners from design reviews to pilots and scale-up. • Lead workshops, architecture reviews, and hands-on sessions. • Support proof-of-concept and pilot deployments at key customer sites. • Help design systems using UR/MiR hardware, sensors, perception, and AI. • Troubleshoot robotic performance issues during pre- and post-sale engagements.

Role Description pro-beam USA is seeking a Senior Field Service Engineer to support highly customized electron beam welding and additive manufacturing systems throughout North America. This position is ideal for engineers who enjoy working on complex industrial equipment, solving challenging technical problems, and serving as a trusted technical resource for customers and internal teams. - The role combines hands-on startup support, advanced troubleshooting, customer training, technical escalation support, and collaboration with engineering teams in both the U.S. and Germany. - While direct experience with electron beam technology is not required, candidates should have experience supporting sophisticated industrial equipment and a strong desire to learn highly specialized manufacturing technologies. Qualifications - Required: - 5+ years of experience in Field Service, Startup, Applications Engineering, Technical Support, or a related technical role - Strong troubleshooting skills involving complex industrial equipment - Experience supporting electrical, mechanical, automation, or electromechanical systems - Ability to work independently in customer-facing environments - Strong communication and training capabilities - Willingness to travel approximately 25–40% - Preferred: - Experience with vacuum systems, high-voltage equipment, semiconductor equipment, laser processing systems, additive manufacturing equipment, machine tools, industrial furnaces, or similar technologies - Familiarity with PLC diagnostics and industrial automation systems (Siemens experience is a plus) - Experience working within multinational or German engineering organizations - Experience mentoring or supporting junior technical personnel Requirements - Support installation, startup, and commissioning activities for electron beam welding and additive manufacturing systems - Diagnose and resolve complex electrical, mechanical, controls, vacuum, and electromechanical issues - Provide technical support and troubleshooting both remotely and on-site - Serve as a key technical resource during customer escalations - Deliver customer training and technical guidance - Support root-cause analysis and implementation of corrective actions - Work closely with engineering and project teams in Germany and the U.S. - Contribute to technical documentation, troubleshooting procedures, and knowledge-sharing initiatives - Support continuous improvement of field service and technical support processes Benefits - Hourly rate: $50–$55/hour + overtime - 15 days PTO - 401(k) with company match - Blue Cross Blue Shield medical coverage including dental - Visa sponsorship may be considered on a case-by-case basis Company Description pro beam is a global leader in electron beam technology, delivering advanced welding and additive manufacturing solutions for demanding industrial and research applications for over 50 years. Its systems are trusted in industries where precision and reliability matter most, including aerospace, defense, automotive, energy, and advanced manufacturing. The U.S. subsidiary in Lombard, IL serves as the operational hub for commissioning, service, training, customer support, and manufacturing operations across North America.

• Utilize blueprints, wiring diagrams and manufacturer's installation manuals to complete assigned projects • Inspect and test components of natural gas, propane, and electrical systems to include tanks, regulators, and injectors • Removal, installation, and modification of Natural Gas and Propane fuel systems • Work safely with high pressure systems in excess of 3600psi • Mobile field diagnostic and repair work on natural gas and propane fuel systems • Evaluate repairs needed and make practical decisions on the best repair strategy • Lead field repair team on campaigns • Serve as the point of contact when on site. Evaluate situation and determine best avenue to proceed as well as keeping the customers informed of progress and status of the repairs. • Provide exceptional customer service and technical support of products • Communicate and interact with customers, sales and other service counterparts in a positive, courteous and professional manner to earn long-term partnerships • Develop a thorough understanding of Agility’s products • Complete required contact and service reports in a timely fashion including call reports, performance reports along with product analysis and expense reports • Maintain current working knowledge of local and national codes where applicable • Capture Voice of Customer data whenever possible to help improve products/processes • Ability for 60% - 80% travel with the ability to leave on short notice to keep up with customer demands • Assist with kit assembly as necessary

Role Description As a Field Service Technical Support, you will use critical thinking and problem-solving skills to manage complex end-user support calls on Professional Series document handlers to end-user customers. - Provide mid-to-advanced level technical support to customers via phone. - Troubleshoot with customers on low to high volume mail-related products and software depending on the product support position level. - Maintain a high level of customer care while demonstrating a cooperative and friendly attitude. - Work effectively within a team-driven environment. - Demonstrate a strong ability to troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios. - Proactively seek out information and leverage problem-solving skills to identify the problem and offer inventive workarounds. - Communicate regularly with the assigned team. - Confirm accurate information from the customer at the time of service and provide accurate troubleshooting steps. - Provide phone support to end-users on hardware, software, general use questions, and network-related problems. - Detailed understanding of TCP/IP, VoIP, and firewall concepts and protocols. - Schedule and manage technicians. - Responsible for communication to end-user customers using third-party technicians. - Individual case management timing KPIs. - Work in multiple CRMs. - Understanding of power management, voltage regulation, and the ability to diagnose and troubleshoot complex analog and digital electronic circuit issues. - Read, interpret, and diagnose problems with PCB boards; understand schematics and wiring diagrams for equipment. - Contribute to the development of knowledge base articles and support documentation. - Provide exceptional customer satisfaction in every interaction with internal and external customers by exhibiting “Our EPIC Values.” - Communicate technical solutions to customers and team members. - Ensure the delivery of processes and procedures are accurate when communicating with external and internal customers. - Maintain a positive, empathetic, and professional attitude toward customers always. - Determine if techs and hardware are needed on-site; minimize cost exposure where possible and maximize potential service revenue. - Utilize and remain proficient in other department applications used (i.e., Knowledgebase website, Teams, MyQuadient, Workday, Salesforce, ServiceMax, etc.). Qualifications - Associate’s degree in computer information/Electronic Technologies or closely related field. - 5+ years professional experience in troubleshooting and repairing hardware and software solutions. - Professional phone demeanor and presence. - Excellent interpersonal skills. - Strong electro/mechanical skills and aptitude. - A+ Certified and/or Network+ desired. - Demonstrated success in working with people in establishing goals and objectives. - Strong communication and collaboration skills. - Experience in providing technical support. - Ability to perform a wide variety of duties and responsibilities with accuracy and speed under pressure of time-sensitive deadlines. - Ability to perform multiple tasks simultaneously, including handling interruptions. - Demonstrate integrity, ingenuity, and inventiveness in the performance of assigned tasks. - Must be able to multi-task in a high-volume, fast-paced call center environment. - Intermediate to advanced computer skills. - Ability to easily adapt to and learn new technologies. - Maintain important records efficiently and accurately. - Maintain confidentiality of information processed or prepared. - Perform duties and responsibilities independently. - Establish and maintain effective working relationships with other Quadient employees and management personnel. - Call center background or customer service background a must. - Thorough knowledge of Microsoft Operating Systems. - Experience or knowledge of systems such as CPQ, SAP, Salesforce, CRM, ERP, ServiceMax, OLS, Oracle, and Talkdesk is ideal. - Fluent in English and French languages would be a plus. - Proficiency in Windows-based applications including Microsoft Office (Word, Excel, Outlook, Teams, etc.). Benefits - Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle. - Endless Learning: Access global opportunities for growth through our 24/7 online learning platform. - Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program. - Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme. - Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.