Field Technical Support Specialist
2 weeks ago
The Digital Equipment Service Engineer is responsible for delivering on-site technical assistance to ensure optimal press performance and utilization.
KEY RESPONSIBILITIES:
- Conducts scheduled preventative maintenance in accordance with service agreements or work order specifications.
- Installs new equipment and provides training to clients on product usage, safety protocols, operational best practices, and maintenance procedures.
- Offers technical support for both scheduled and emergency warranty services, including troubleshooting and repairs of software, hardware, networking, and electrical systems.
- Ensures a superior customer experience through proactive engagement and problem resolution.
- Records, logs, and communicates service details; escalates any client challenges as necessary.
- Documents all service activities, including service reports, expense documentation, and installation feedback.
- Identifies and escalates opportunities for enhancing process efficiencies, press performance, customer satisfaction, and potential sales of Mark Andy products and services.
- Collaborates regularly with Engineering to facilitate product enhancements aimed at improving performance and reliability.
SKILLS AND QUALIFICATIONS:
- 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 technologies, including components such as 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 design.
EDUCATION AND EXPERIENCE:
- A minimum of 5 years in a technical service role.
- Extensive experience within the printing sector and web transport systems.
- Proven track record in troubleshooting and resolving issues related to electrical, pneumatic, software, and hardware systems pertinent to press control and digital printing.
PHYSICAL DEMANDS:
This role requires frequent sitting, standing, bending, reaching, climbing, stooping, kneeling, crouching, and crawling. The position necessitates the use of personal protective equipment (PPE) while on the production floor. The role may involve lifting items weighing up to 50 pounds.
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