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system engineer ii

1 month ago

Bonita Springs, Florida, United States Dex Imaging Full time

Field Service Technician
Bonita Springs, Florida

Field service technical position with primary function being the project management, installation and post-sales service of the networking, connectivity and training functions of the imaging and document processing deliverable to customer partners within designated region.

ESSENTIAL DUTIES AND RESPONSIBILITIES
  • Perform the System Engineer, Install Project Coordinator roles professionally and effectively.
  • Configuration, integration, settings and training specific to document imaging systems installations and servicing on various computers and operating systems, applications, drivers, software, network infrastructure, services and settings of the print, scan hardware and image processing environments and workflows on behalf of customer partners.
  • Post-sales service and support of document imaging systems network connectivity, drivers and applications functions to customer partners.
  • Engage applications and software solutions support participate in resolving any issues.
  • Project management and coordination of new document imaging systems installations from inception to completion. Coordination of internal and external stakeholders, vendors and customer partners.
  • Advance and validate advanced project management skills, leadership and advanced technical disciplines to achieve Systems Engineer, Install Project Coordinator III post sales solutions support.
Daily and Monthly Responsibilities
  • Completion of service calls assigned per service policy and procedure.
  • Effectively utilize communication methods to engage contacts inside the service department and related departments and business entities.
  • Demonstrate effective time management practices and meet or exceed time and labor standards set forth.
  • Timely and effective scheduling and completion of onboarding site survey calls per the documented procedure for successful uploading of data and preloading installation of new products and workflows.
  • Installation and problem resolution of print driver and related software settings and configuration of network scan to folder and scan to e-mail settings and environments.
  • Documentation of all work performed per the methods and standards set forth by service company policy.
  • Provide reporting and updates on completed and incomplete projects and engage the needed resources to bring projects not completed to a successful completion.
Core Business Unit Responsibilities
  • Effective use of tools related to service calls and project documentation, communications and coordination of service calls and projects with customers and stakeholders.
  • Full knowledge and compliance of service department responsibilities, policies and procedure.
  • Actively contribute new process and procedural improvement suggestions, ask for and share technical knowledge within and outside the SE, IPC team.
  • Assist with onboarding, collaboration, observation, and training of new and current team members.
  • Complete OEM Instructor lead and online systems learn tracks as required by management.
  • Complete assigned DEX Learning Center Cornerstone training assigned and manage time effectively to accomplish the training goals set forth.
  • Commenced training on specialized software solutions learn tracks and advanced applications training.
  • Accurately manage inventory and use of parts and devices specific to the SE, IPC roles.
MANAGEMENT AND SUPERVISORY RESPONSIBILITY
  • Typically reports to Management Direct Supervisor job title(s) Typically include: SESX, ASM.
  • Job is NOT directly responsible for managing other employees (e.g. hiring/termination and/pay decisions, performance management. Job title example(s) of employees directly supervised: N/A.
JOB QUALIFICATIONS
  • Ability to work in the field managing time and travel to effectively complete the assigned tasks.
  • Possess advanced customer service skills in dealing with internal customer partners and external.
  • Ability to communicate effectively in writing, by phone and in person.
  • Ability to pass background checks and have a clean driving record per company requirements.
  • Ability to evaluate customer needs and understanding of the customer partners workflow and related systems.
  • Problem solving and troubleshooting of connectivity and functional problems of imaging devices and related software.
  • Ability to learn new or unfamiliar products and systems dynamically as they are introduced and encountered.
  • Journeyman knowledge of core competencies and products associated to the DEX imaging deliverable.
  • Effectively complete and document installation projects and post sales service calls with little to no supervision or assistance.
  • Ability to interact with OEM technical support staff and effectively manage open and close ticket escalations in a prompt manner and to follow up on escalations or projects to resolution.
KNOWLEDGE REQUIREMENTS
  • Information technology and concepts of computer networking and related hardware and software.
  • Effectively and expertly utilize Word, Excel, PowerPoint, SharePoint and Outlook.
  • Technical knowledge of Microsoft, Apple, Linux and other computer operating systems.
  • Understand and have expert knowledge and completed training of printing and scanning by document imaging devices and related software.
  • Expertly and accurately input information, work completed and labor records into PC and mobile CRM portals.
  • Effective knowledge of document management and cost recovery software solutions and the appropriate knowledge to install, deploy and troubleshoot software solutions with assistance from SE III/Solutions.
EDUCATION AND EXPERIENCE REQUIREMENTS
  • Certificate, associate's degree, bachelor's degree or equivalent military or trade school training or actual experience in Information Technology, Systems Engineering or Communications Engineering.
  • Journeyman Systems Engineer position after technical and operational onboarding has been completed and validated.
  • Manufacturer certification on "Systems and Connectivity" learn track.
  • Commencement of training and certification of software solutions learn track. SE III/Solutions training.
WORKING CONDITIONS
  • Regular business hours. Some additional hours may be required.
  • Climate controlled office environment during normal business hours.
PHYSICAL REQUIREMENTS
  • Up to 4 hour(s) a day lifting up to 50 pounds.
  • Walking up to 3 hour(s) a day.
  • Pushing/Pulling up to 1 hour(s) a day.
  • Standing up to 6 hour(s) a day.
  • Climbing up to 1 hour(s) a day.
  • Reaching up to 1 hour(s) a day.
  • Twisting up to 1 hour(s) a day.
  • Kneeling up to 1 hour(s) a day.
  • Data Entry/Typing up to 4 hour(s) a day.

^Other physical demands or notes: Employees should not attempt to lift, pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, pushing, or pulling in an awkward position.

DISCLAIMER

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