The Product Support (Remote Triage Engineer), Will be the first technical point of contact for all Inkjet customers. Their fundamental role will be to perform initial support to customers, customer engineers, reseller and internal engineers with tech support requests and escalations. This will entail basic administration of parts and documentation but also on most occasions involve the use of documentation and schematics to be applied for electrical and mechanical fault finding. All work will be office-based working from a central location.
The technician will operate on a global basis offering assistance to customers from all geographies world-wide either directly or indirectly this will vary based on business needs.
Key Responsibilities:
• To offer customer support and or confirmation for parts orders.
• Initial triage to identify parts requirements ensuring customer receives the correct part.
• Provide initial technical support to all customers understanding, identifying symptoms and driving corrective actions.
• Ordering necessary parts to be shipped to sites where required.
• Organizing field dispatch of engineers with the correct skills to be at the site when the parts are also on site to implement corrective actions.
• Escalate internally to product support remote team when unable to identify the issues and or parts required.
• Complete escalation documentation to be posted in appropriate locations.
• Complete all necessary case details and report accurately and timely into the service system.
• Ability to work within a shift rotation, which could also include a rotation of on call.
• Relentlessly drive to resolution of customer issues.
Qualifications And Experience
• Previous extensive experience and in field knowledge as a Kodak Inkjet field service technician desirable.
• Electrical and mechanical academic qualifications or hands on troubleshooting experience.
• Good knowledge of print industry and processes.
• Good knowledge of print industry and processes.
• Good knowledge in MS Office and database systems .
• Excellent communication and interpersonal skills, especially when communicating with customers.
• Customer focused.
• Self-motivated, ability to manage own workload and to work under high pressure.
• Proficiency in reading electrical and fluid schematics.
• Ability to apply resources and material to logically work through fault finding in a pragmatic manner.
• Proficient in computer-based applications such as SAP, Acrobat.
• Bilingual in English/Spanish is a plus .
