Field Support Engineer

Description:

Highcon is looking for a product expert to take responsibility for installing, training and supporting customer sites.

Installation & training:

  • Perform site preparation and installation
  • Provide customer operator training
  • Assist customers in product application support

Maintenance:

  • Support Highcon customer  for regular maintenance issues
  • Maintain machine PM as defined by Service organization
  • Monitor customer products and provide regular reports and feedback to company headquarters
  • Ensure customer satisfaction through service excellence
  • Manage and monitor customer service requests (SalesForce.com)
  • Demonstrate understanding of customer infrastructure, processes, and key customer contacts.
  • Escalate and manage customer issues in a professional manner to Service department
  • Prioritize workload with minimal supervision

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.

Knowledge and Skills Required:

  • Field service product expert
  • Perform site preparation and installation
  • Provide customer operator training
  • Support customers in product application support
  • Support Highcon customer in case of escalation or regular maintenance issues
  • Maintain machine PM as defined by services organization
  • Monitor customer products and provide regular reports and feedbacks to company headquarter
  • Drive customer satisfaction through service excellence
  • Manage and customer monitor the service requests (Sales Force)
  • Demonstrate understanding of customer infrastructure, processes, and key customer contacts.
  • Escalate and manage customer issues in a professional manner to services backoffice
  • Prioritize workload with minimal supervision

Qualifications:

  • A Bachelor’s degree or equivalent experience and 2-4 years related experience
  • 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
  • Ready for extensive travelling

Knowledge and Skills Required:

  • Customer oriented with understanding of global customer management
  • Working outside normal business hours with customer installed base
  • Demonstrated writing/correspondence and customer communication skills
  • Ability to apply intermediate product subject matter knowledge to solve a variety of product, technical and application issues.
  • Acts as an informed team member providing analysis of information and analysis.
  • Must have strong experience with onsite customer support in industrial automation products like printing / AOI or similar products

Please send your resume to: yifat.baron@highcon.net