Customer Support Engineer

Location: USA

The Customer Support Engineer provides on-site preventative and corrective maintenance service including installation of assigned Scodix equipment.

Requirements

  • BA 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

 Responsibilities

    • Perform necessary support and preventative maintenance of Scodix equipment
    • Perform site preparations and installations of Scodix products
    • Operator training and ongoing support for customers
    • Administration pertaining to customer calls, including completion of service reports, expense reports, and weekly time reports
    • Demonstrate understanding of customer infrastructure, processes, and key customer contacts.
    • Ensure customer satisfaction through service excellence
    • Act as customer liaison and help drive customer issues to resolution
    • Prioritize workload with minimal supervision
    • Participate in Site Ownership approach by:
      • Driving customer retention and loyalty for the Scodix brand to increase long-term profitability
      • Gathering customer information including product and business information
      • Proactively identifying areas of customer dissatisfaction with Scodix products and services and solving customer problems promptly
      • Identify sales leads and feed information back to Scodix Sales
      • Educate customers on the latest corporate initiatives and Scodix products

Personal skills

  • 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
  • Ability to be an informed team member providing a collection of information and analysis
  • Must have strong experience with onsite customer support of digital printing or similar industrial products