Ultimaker - Professional 3D printing made accessibleMy core responsibility at Ultimaker is to offer second line support to our dedicated global Sales and Support Partners. If a Sales Partner has a hardware, software, firmware or material issue/question, then I am there to help. Problem-solving is a key aspect of the role, aiming to perform this as effectively as possible whilst remaining within the defined SLA. If an issue cannot be resolved, then it is our job to investigate the root cause by liaising with R&D (via JIRA). Other aspects to my job:- Keeping our channel up to speed with all the latest company developments.- Accurately recording and processing all the support data we receive.- Developing a support strategy and improving processes within our department.- Testing our ecosystem of Hardware, Software and Materials(helping to coordinate both Alpha and Beta programmes).- Requesting and processing data from customers, to help with product improvement.- Participating in the Issue and Change procedure for new products.- Attending events and hosting Sales Partners for internal training sessions- Visiting Sales Partners to ensure the correct procedures are in place and meet our requirements.