Customer Service Engineer (Technical) in Southampton

In this role, you will be responsible for providing first-line technical support for Materialise OrthoView end users and PACS partners. Orthopaedic surgeons use Materialise OrthoView with digital X-rays to plan for primary and revision hip and knee arthroplasties as well as shoulder and small joint replacements, fracture management, and deformity correction procedures. This preoperative planning software is easy to use and compatible with all DICOM PACS. Materialise OrthoView is a Java-based application that can be used as a standalone system using a query and retrieve function via DICOM to a hospital PACS or fully integrated into our partners’ PACS systems. Requests for support are generally made via email or occasionally by phone. The nature of the support varies from the installation and configuration of OrthoView, both as standalone software and integrated into a PACS solution, to investigating complex issues that may turn out to be related to the customer's IT infrastructure, licensing, Java version, or DICOM configuration.

What you will do:

• Remote technical support for Materialise OrthoView customers via MS Teams or other communication tools
• Deploy and perform a ready-to-use configuration of system environments for Materialise OrthoView
• Act as the first point of contact for technical questions, incidents, and service requests related to Materialise OrthoView
• Assist in the resolution of technical incidents and problems related to the usage, configuration or setup of Materialise OrthoView
• Take the lead in escalation of advanced incidents and problems towards our second line support teams
• Process and manage customer configuration data and perform different administrative tasks
• Expand your professional knowledge and technical skills to further optimize our internal knowledge base
• Provide occasional out-of-hours coverage to cover sickness and holiday for OrthoView support engineers based in other Materialise sites

Your profile:

• Excellent written and verbal knowledge of English, with strong customer communication skills, including remote collaboration
• Self-governing and customer-oriented with keen attention to detail
• Able to troubleshoot issues independently and deliver easy-to-follow solutions
• Able to multitask, set priorities, and manage time efficiently
• Available to work outside business hours
• Knowledge of TCP/IP networks, Windows administration
• Knowledge of JAVA and DICOM would be a distinct advantage
• Familiarity with hardware virtualization and server monitoring tools is a plus

What we offer:

When creating a better and healthier world, a good place to start is with yourself. That’s why we encourage our employees to prioritize their overall well-being, fostering physical fitness, mental resilience, and social connections through a range of workshops, sports activities, and other events and initiatives that contribute to a balanced and fulfilling work-life harmony.

• Hybrid working & flexibility
• Personal growth and career advancement
• Team building
• Innovation is key

Location and type of contract:

Southampton, UK
Full-time
Hybrid
Entry level

Materialise is a dynamic, international high-tech company, founded in 1990 and headquartered in Belgium, with over 2,300 employees worldwide. Materialise’s mission is to innovate for a better and healthier world through its software and hardware infrastructure and in-depth knowledge of additive manufacturing (also known as 3D printing). Our customers are in diverse industries, such as automotive, aerospace, medical, research, and academia. As a growing company, Materialise is always looking for enthusiastic professionals who want to work in an environment full of revolutionary technology and surrounded by people passionate about their work. Reach out to our team to get the answers to your questions.