Field Support Engineer – Chicago, IL

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 periodic maintenance as defined by Service organization
• Monitor customer products and provide regular reports and feedback to company headquarters
• Ensure customer satisfaction through service excellence
• Maintain and follow up customer service requests using CRM system (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:

• 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 collection of information and analysis.
• Must have strong experience with onsite customer support of digital printing or similar industrial products

Relevant candidates should apply by sending CV to: [email protected]