Field Service Engineer

Website EER Global

Customer Support Engineer [FSE]

The Customer Support Engineer provides on-site preventative and corrective maintenance service including installation of assigned industrial digital printing equipment.

Responsibilities:

* Perform necessary support and preventative maintenance of equipment
* Perform site preparation and installations of  products
* Operator training and ongoing support for customers
* Responsible for all related administration pertaining to customer calls, including completion of service reports, expense reports and weekly time report
* Demonstrate understanding of customer infrastructure, processes, and key customer contacts.
* Ensure customer satisfaction through service excellence
* Act as customer liaison and help drive customer issues to resolution
*Prioritize workload with minimal supervision

Participate in Site Ownership approach by:
– Driving customer retention and loyalty for the brand in order to increase our long-term profitability
– Gathering customer information including product and business information
– Proactively identifying areas of customer dissatisfaction with products and services and solve customer problems promptly
– Identifying sales leads and feed information back to Sales
– Educating customers on the latest corporate initiatives and products

Qualifications:

* A Bachelor’s degree or equivalent experience and 2-4 years related experience in a customer support position in a service or end user support environment

* Intermediate level knowledge of operating systems software and applications

* Experience and demonstrated presentation skills

* Prepared to travel extensively

* Customer oriented with understanding of global customer management

* Working outside normal business hours with customer installed base

* Demonstrated writing/correspondence and customer communication skills

* Having strong experience with onsite customer support of digital printing or similar industrial products

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EER Global