Responsibilities
- Provide expert technical guidance and support when highly complex issues arise that have a major impact on customers, dealers, service engineers, service management, manufacturing and Engineering.
- Assist with problem customer sites and to stay with the problem until it is solved.
- Support Manufacturing and Engineering with technical support when new inks and hardware are introduced.
- Work with field service zone managers to identify and react to issues.
- Provide second and third level support for WW.
- Document escalations, follow-up with the assignee to assure prompt action.
- Develop and distribute documentation for training and troubleshooting to improve skills of service engineers.
- Perform Trade show & demo support.
- Advise the organization as it relates to competitive threats and industry trends.
- Support workflow solution and have complete ownership of the system.
- Develop training program, documentation to support regional teams.
- Develop business crucial spare parts listing.
Requirements
- Degree or Diploma in electrical and mechanical applications.
- hands on experience with complex electronic controlled mechanical systems.
- Leadership experience as a manager or team-leader.
- Customer service experience dealing with difficult situations.
- Print quality knowledge
- Understanding of competitive equipment and performance
- Understanding of final output and end-user expectations
- Ability to lead and guide colleagues.
- Strong mechanical and technical background.
- Color management / Workflow Support/ Application Support experience.
- OS / Network configuration
Work Arrangement
Hybrid
Additional Information
- Able to travel to customer sites throughout US & Canada varying 40-80% depending on Business needs.
- Strong communication skills to contribute to Local competence centre (remote diagnostics & phone support)
