POSITION SUMMARY
This role provides best-in-class technical service for defined product lines, supporting solution integration and delivery, technical escalations, and pre- and post-sales activities. The position is accountable for maximizing customer satisfaction while supporting the company’s financial performance.
CORE RESPONSIBILITIES
- Focus on software scripting, Output, and Enterprise Manager, with limited engagement involving CSRs or physical assets.
- Maintain a high level of equipment uptime through strong knowledge of products, systems, networks, and customer requirements, with the goal of maximizing customer satisfaction.
- Provide technical expertise for sales activities, including RFIs, RFQs, quotations, and statements of work, in accordance with company processes and policies and in support of sales and profitability targets.
- Support a broad range of technical product activities, including Try & Buys, installation of complex configurations, and beta testing, to support customer satisfaction and solution profitability.
- Serve as a liaison among Service, Engineering, Quality, and Manufacturing.
- Support product quality improvement and defect closure across product lines to help maintain world-class products.
- Provide technical training and support related training activities.
- Support Test Engineering activities for product development and product-related issues.
- Provide Danbury integration and refurbished module support as needed.
- Travel as required, estimated at 10% to 15%.
KEY CHALLENGES
Balance software development and technical support responsibilities, with the allocation varying by case, while maintaining a strong emphasis on scripting.
Minimum
- Proven engineering experience in mail or print technology.
- Strong written and verbal communication skills.
- Customer management and reporting skills.
- Ability to work within defined timelines.
- Ability to work independently with minimal supervision.
- Ability to train and coach others in technical skills.
Preferred
- Demonstrated leadership capability.
- A+, Network+, ONC, or HNC qualification; foundational networking knowledge; and advanced PC skills.
- Demonstrated experience in teaching, training, or employee development.
- Consulting skills, including effective listening, problem-solving, and facilitation.