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Field Technical Support Specialist
2 months ago
The Digital Service Technician plays a crucial role in delivering on-site technical assistance to enhance press availability and operational efficiency.
Key Responsibilities:
- Conducts scheduled preventative maintenance tasks in accordance with service agreements or work order specifications.
- Installs new equipment and educates clients on product usage, safety protocols, operational procedures, best practices, and maintenance techniques.
- Offers on-site technical support for both scheduled and emergency warranty services, including diagnosing and repairing software, hardware, network, and electrical issues.
- Ensures an outstanding customer experience through proactive engagement and problem resolution.
- Records, logs, and communicates details of work performed; escalates any client challenges.
- Documents all necessary work, including service reports, expense documentation, and installation feedback.
- Identifies and escalates opportunities for enhancing process capabilities, press efficiency, customer satisfaction, and potential sales of Mark Andy products and services.
- Collaborates regularly with Engineering to facilitate product updates aimed at improving performance and reliability.
Required Skills and Abilities:
- Exceptional customer service skills.
- Strong troubleshooting and problem-solving abilities in mechanical and electrical domains.
- Proficient written and verbal communication skills.
- Familiarity with digital inkjet printing systems, including components like print heads, inking systems, and software controls.
- Ability to interpret electrical schematics, pneumatic diagrams, and mechanical blueprints.
- Solid understanding of servo drives, PLC controls, and circuit systems.
Qualifications:
- A minimum of 5 years of experience in technical service roles.
- Extensive background in the printing industry, particularly with web transport systems.
- Experience in troubleshooting and resolving issues related to electrical, pneumatic, software, and hardware components relevant to press control and digital printing.
Physical Requirements:
Regularly required to sit, stand, bend, reach, climb, stoop, kneel, crouch, and crawl, as well as navigate various facilities. The role necessitates the use of personal protective equipment (PPE) in production environments. Frequent lifting of items weighing up to 50 pounds is expected.
