3D Imaging or Scanning Technical Support Manager

3D Imaging or Scanning Technical Support Manager – Waltham, MA
DotProduct LLC produces the DPI-8, a handheld, 3D imager running the
company’s Phi.3D software on a tablet computer combined with an RGB and
depth sensor. This product is sold to a variety of markets ranging from
engineering and construction to manufacturing and law enforcement. DotProduct
seeks a passionate Technical Support and Training Manager (TSTM) for our
Waltham, MA office to support our customers with our technology and to develop
and support associated downstream workflows. The right candidate will build a
team and systems to grow our support organization for our customers and
reseller channel. Support will be provided by phone, e-mail, web conferencing
and in person. The TSTM will produce training media and user documentation.
The TSTM needs to become an expert in the use of the DPI-8 and Phi.3D
software, as well as collateral software applications used by our customers. We
expect the TSTM will provide pre- and post-sales support, support marketing at
industry events and help guide product development based on customer
experience and feedback.
We’re a young company - the TSTM will be expected to take on new and varied
challenges and pitch in to help wherever needed. Some travel will be required.
Primary Responsibilities
• Work with end users as well as resellers, independent sales representatives,
and direct sales representatives at customer sites to diagnose reported
software and hardware issues related to the use of the DPI-7 and Phi.3D
software. This includes application development support as well as
troubleshooting and light training.
• Participate in training to develop new skills.
• Document client issues and status of support items and provide accurate
timekeeping records for support activities.
• Work with the application engineering team and product development team to
resolve customer inquiries or application issues.
• Work with the marketing team to design and develop case studies and training
• Update marketing and support collateral as the product evolves.
• Collaborate with marketing, product development, and professional services on
building and maintaining an engaged online user community.
• Work on customer specific projects as well as product testing.
Desired Skills and Experience
Requirements – Non Technical
• A strong capacity and willingness to serve customers
• Self-starter with strong verbal and written communication skills
• Troubleshooting skills for software and hardware
• The confidence, communication and interpersonal skills to lead customers in
urgent or critical situations.
• Desire to learn new soft and technology skills
• Ability to work with team members to achieve a mission.
Requirements –Technical Expertise and Knowledge:
• Demonstrated ability to learn new technologies quickly
• Proficient in one or more of of the following: Autodesk tools including ReCap,
Revit, NavisWorks, AutoCAD; Leica Cyclone; AVEVA LFM; Faro SCENE;
Bentley Pointools or Trimble RealWorks,
• Experience or exposure to executing 3D laser scanning projects, including
registering and processing point cloud data
• Bachelor’s degree in engineering, survey, construction or architecture
• Minimum three years of technical experience, including technical support
experience for a 3D software company, preferably 3D point cloud software,
or actual field experience capturing and processing 3D point cloud data
• Exceptional troubleshooting skills
• Ability to optimize workflows using industry standard tools.
• Ability to manage conflicted priorities in a timely manner
To apply, please send your resume and salary requirements ASAP to
[email protected]
DotProduct LLC is an Equal Opportunity Employer. All qualified applicants will
receive consideration for employment without regard to race, color, religion, sex,
national origin, disability, or protected veteran status.