To be successful in this role, you must be a motivated self-starter and self-learner, possess strong customer service and technical problem solving skills, and be someone who embraces challenges. You will be responsible for providing technical support for diagnosing, reproducing, and solving software, firmware and hardware problems in industrial inkjet printers. You will be responsible for training, sample processing, field service installation, quality assurance, beta-testing new products, and researching new solutions.

Functions:

• Resolve customer problems via the telephone or the web.
• Research customer’s issues in a timely manner and follow up directly with the customer with recommendations and action plans.
• Escalate cases to engineering team when appropriate.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Participate in technical communications within the team to share best practices and learn about new products and testing new printer models, inks and heads.
• Conduct QA tests.
• Visit customer’s for service engagements and attend tradeshows as needed.
• Maintain demo machines and facilities.
• Daily activity reporting.

Job Requirements:

• Strong written and verbal communication skills.
• Strong interpersonal and customer service skills are required in order to work successfully in high stress and/or ambiguous situations.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Troubleshoot electromechanical/machine issues.
• Ability to follow standard engineering principles and practices.
• Creative approach to problem solving.
• Associate Degree or equivalent vocational training in applicable electrical, mechanical or industrial fields.
• Experience in servicing inkjet printing or similar equipment.
• Ability to work independently as well as part of a team.
• Good color vision.
• Willingness to travel up to 50% of the time, including international travel.
• Working knowledge of computer science.
• Basic Graphic Arts skills with working knowledge of Adobe Illustrator, Photoshop or Corel.
• A valid driver’s license with a safe driving record.
• A valid passport.