Field Support Engineer - UK

Europe - -

DESCRIPTION

 

The main responsibility is to provide technical service and support to Highcon machines installed in UK (England). 

The responsibilities include the following:

  • Provide field service product technical support as Tier 1 and Tier 2.
  • Document and manage the service requests/calls using Salesforce.com.
  • Perform site preparation and installation of the machine
  • Provide customer operator training.
  • Support Highcon customers in case of escalation or regular maintenance issues.
  • Provide machine preventive maintenance as defined according to defined procedures.
  • Monitor customer products and provide regular reports and feedback to company headquarters.
  • Drive customer satisfaction through service excellence. 
  • Support customers in product application support.  
  • Demonstrate an understanding of customer infrastructure, processes, and key customer contacts.
  • Escalate and manage customer issues in a professional manner to the HQ.
  • Prioritize workload with minimal supervision.

 

Requirements


  • A Bachelor’s degree or equivalent experience and 2-4 years related experience.
  • 2-4 years related experience in a customer support position in multidisciplinary capital equipment industries (printing, finishing, other multidisciplinary equipment) in service or end-user 
  • Customer orientation
  • Hands-on experience and approach with mechanical and electrical assemblies.
  • Intermediate-level knowledge of operating systems software and applications.
  • Experience and demonstrated presentation skills
  • Ready for extensive traveling, at least 50% of the time.

Knowledge and Skills Required

  • Customer-oriented with an understanding of global customer management.
  • Working outside normal business hours with customer-installed base.
  • Demonstrated writing/correspondence and customer communication skills.
  • Acts as an informed team member providing analysis of information.
  • Must have strong experience with onsite customer support in industrial automation products like printing / AOI or similar products.