Job Description:
- The Customer Support Engineer provides on-site preventative and corrective maintenance service including installation of assigned Scodix equipment with the goal of ensuring customer satisfaction through service excellence.
Requirements
- B.A. or equivalent hands-on experience
- Minimum of 2 years related experience in a customer support position in a service or end user support environment
- Intermediate level knowledge of operating system softwares and applications
- Experience and demonstration of high-level presentation skills
- Flexibility to travel extensively and work outside of normal business working hours
Responsibilities
- Perform site preparation and installation of Scodix products
- Operator training and ongoing support for customers
- Management of customer calls
- Administration including completion of service, expenses, and weekly time reports
- Ability to learn customer infrastructures and processes
- Act as a customer liaison and help solve customer issues
- Prioritize workload with minimal supervision
- Site ownership participation approach by:
- Driving customer retention and loyalty to the Scodix brand to increase long-term profitability
- Gathering customer information including product and business details
- Proactively identifying areas of customer dissatisfaction with Scodix products and services, and solving customer issues promptly
- Identifying sales leads and communicating the information back to the appropriate Scodix sales personnel
- Educating customers on the latest corporate initiatives and Scodix products
Personal skills
- Experience with onsite customer support of digital printing or similar industrial products
- Customer-oriented with an understanding of global customer support management
- Good communications
- Good command of German and English
- Team player