Support Engineer, Technical Advisor
2 weeks ago
Summary of Position
To provide a best-in-class service on defined product lines for internal and external clients. Solution integration, solution delivery, technical escalations, instructing technical classes, and pre and post-sales support activities that maximise customer satisfaction and corporate financial performance.
This role will be an remote position.
Position reports to the Manager of Application Engineering.
Accountabilities
Provides technical support and expertise to Site CSRs with a particular emphasis on promoting best practice and ensuring consistency of process concerning supporting equipment to maximise company profitability
Maintains high level of equipment up time through knowledge of products, systems network, and customer requirements with a view to maximising customer satisfaction
Provides technical expertise to support sales activities and support the completion of RFI’s, RFQ’s, quotes and SOW’s in accordance with company process and policy to support the delivery of sales and profitability targets
Supports a wide range of technical product activities including but not limited to Try & Buys, installation of complex configurations and beta testing to ensure customer satisfaction and solution profitability
Provides a link between the service department, engineering, Quality, and Manufacturing
Supports product quality and defect closure across all product lines to maintain world class products
Provides technical training and support to training activities
Support of test engineering functions on product development and product issues
Danbury integration and refurbished module support as needed
Travel is a mandatory requirement which can exceed 70% of standard working hours
Required
Proven engineering experience in mail or print technology
Written and verbal communication skills
Customer management and reporting skills
Ability to work within defined time lines
Ability to work independently with minimum supervision
Ability to train and coach technical skills
Desirable
Demonstrable leadership capability
A+N+ and or ONC / HNC, Basic Networking, Advanced PC
Demonstrable experience in teaching, training or development experience
Consulting skills including effective listening, problem solving and facilitation
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