Product Support Technician

1 week ago

Rochester, New York, United States Durst Image Technology U.S. Full time

Durst Image Technology US has been an industry leader in Digital Imaging for over 80 years. Established in 1936, Durst is a fast-growing company based in Rochester, NY that sells and services large format, label, and corrugated ink jet printers in North America. Our customers are commercial service providers and industrial enterprises, with products requiring a printed surface design.

Why you'll want to work here

People LOVE it here. "This is the best job I've ever had" is a common refrain. The work environment is a fun and interesting juxtaposition of laid back (you are encouraged to learn, ask questions, make mistakes and suggestions, and bring your personality to work) and hardworking (everyone eagerly works together in a shared commitment to deliver outstanding products and service to our beloved customers). You can ask literally anyone in the company for help with anything and they are more than happy to assist. Leaders are respected because they walk the walk. Durst prides itself on continued personal and professional development and treating employees like family. AND - we just moved into a brand new headquarters building with lots of space and modern amenities

The work culture here is the best I've ever had. People actually seem human and management is not sitting in an ivory tower, there is transparency. I believe in our products and support because I know it's our team that is behind the scenes making things happen.

-Current Product Support Technician at Durst

Why you'll want to be a Product Support Technician

You'll be joining the highly esteemed Technical Assistance Center (TAC): a team of talented, energetic, and mechanically inclined people in a close-knit and collaborative setting. No two days are ever the same This position is a mix of working close to home and traveling to customers to keep your skills sharp and be the hero. You get to provide customer and colleague support via phone, computer, and video services, focusing on machine installation, repair, and technical support for our cutting edge industrial printers.

To accelerate your learning curve, Durst provides extensive and technology-specific training classes on the equipment you'll be supporting. Training will be at our Rochester, NY headquarters where you will be based, and could also include training at customer sites throughout the US. You may get the opportunity to visit parts of the US - and possibly Canada as well - that you've never seen before. It's a great way to expand your horizons

People who are mechanically inclined tend thrive in the Product Support role here; here are some examples of the skills and hobbies we find typical in our Product Support employees:

  • RC Car and Planes
  • Robotics experience
  • Automotive repair
  • Motorcycle rebuild and repair
  • Bicycle building/repair
  • Small engine repair
  • Automation machine repair
  • Mechatronics students
  • Machine assembly or repair
  • Marine mechanics

What you'll be doing

For those accustomed to traditional job description-type postings, here are some specific responsibilities you'll have in this role:

  • Troubleshoot and perform repairs to electro-mechanical systems and sub-systems
  • Provide troubleshooting phone support for customers
  • Maximize Durst equipment uptime through timely response and effective/efficient repair and maintenance to ensure high levels of customer satisfaction
  • Communicate and interact with customers, sales and other service counterparts in a positive, courteous, and professional manner and always present a professional image to Durst customers
  • Provide on-site service repairs

What you bring to the table

To be considered for this position, you must have these qualifications:

  • Great attitude and eagerness to learn
  • Strong mechanical aptitude and good dexterity
  • Excellent communication and customer service skills
  • Proficient computer skills
  • Associate degree or equivalent training and/or experience
  • Willingness to travel as needed - mostly overnight travel via car and plane throughout USA & Canada - up to 50% of the time during your initial training period and typically up to 25% after that
  • Valid driver license and willingness to do pre-employment drug and criminal background checks
  • Ability to safely lift up to 50 pounds and push, pull and reach for boxes and parts weighing up to 50 pounds

Bonus points for these nice-to-have but not required qualifications:

  • Familiarity with reading schematics and wiring diagrams
  • Hands-on experience with hand tools
  • Basic Linux knowledge
  • Previous experience in printing or related industry

And now...

If you can see yourself thriving in this role and you meet all the must-have qualifications listed above, we want to hear from you ASAP

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