Careers

Customer Support Engineer

USA

About The Position

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 solve customer problems promptly
  • Identify sales leads and feed information back to Scodix Sales
  • Educate customers on the latest corporate initiatives and Scodix products

Requirements

·        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 understanding of global customer management

·        Working outside normal business hours with 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

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