Technical Support Specialist UK
2 weeks ago
EFI is seeking a highly skilled Field Service Engineer to join our team in the UK, focusing on our packaging printing solutions.
The successful candidate will provide on-site and telephone support, training, and repair services for Inkjet customers. This includes installation support, on-site repair, and key operator training (maintenance and equipment operations training).
- Provide on-site setup and installation of all EFI industrial inkjet Nozomi printers, working with customers to ensure pre-installation requirements are met and assisting in unloading all components for the print system and positioning it in the customer's facility.
- Un-crate the controller, print heads, remote cabinets, all UV components, checking electrical power and compressed air while working with a Certified Electrician, initial setup and adjustment, and thoroughly testing the printer to ensure images printed are up to factory standards.
- Provide initial and ongoing formal customer operator and printer maintenance training, including coordination with Inkjet customers based on their needs. Customer training also includes assessing customer training needs and making recommendations to EFI Inkjet customers regarding additional training.
- Provide periodic on-site trouble-shooting and repairs on printers experiencing complex electrical, mechanical, or pneumatic problems as directed by the Field Service Manager and/or EFI| Inkjet customer support team.
- Provide detailed technical feedback via an EFI Inkjet Case Management System during and after each customer visit.
- This role will include travel up to 75% of the workweek, as well as occasional weekend work to meet customer needs.
- Work remotely with customers to accurately identify equipment issues and provide technical information and repair guidance to pinpoint necessary solutions to reported issues.
- Participate in after-hours support activities on a rotating basis.
To be successful in this role, you will need:
- A minimum of 2 years' experience in a field engineering position servicing complex electro-mechanical devices and high-demand customer locations.
- Customer management skills and a strong commitment to customer satisfaction.
- The ability to independently manage a large service territory, including effective management of assets (parts, tools, company information).
- Ability to troubleshoot electrical and mechanical problems to the component level.
- Experience providing telephone technical support and effectively communicating (telephone and email) with Product Service Engineers (Hardware and Applications).
- A working knowledge of RIPS, color theory, Microsoft Windows, and Linux operating systems.
- Strong mechanical aptitude, including using critical alignment tools holding tolerances of .001".
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