Customer Support Engineer
About The Position
Scodix is looking for a Customer Support Engineer.
The Customer Support Engineer provides on-site preventative and corrective maintenance service including installation of assigned Scodix equipment.
Expectations and Responsibilities:
- Performs necessary support and preventative maintenance of Scodix equipment.
- Perform site preparation and installations of Scodix products
- Operator training and ongoing support for customers
- Responsible for all related 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 in order to increase our 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
- Location: US
- language requirements- English
Requirements
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
Skills and Knowledge:
- Customer-oriented with an understanding of global customer management
- Working outside normal business hours with customer customer-installed base
- Demonstrated writing/correspondence and customer communication skills
- 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