Customer Support Engineer

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