Customer Engineer Job in Denver, Colorado Us
Customer Engineer
REQ# 2662
Founded in 1969, privately held Datacard Group is the world leader in secure ID and card personalization solutions. Our portfolio includes systems for high-volume card issuance, card delivery, secure ID issuance and passport production, plus extensive service and supply offerings. These best-selling systems and solutions are used to issue more than 7 million financial cards and identification documents each day. Datacard Group serves customers in 120+ countries and has implemented government identity programs in more than 65 countries worldwide.
The Customer Engineer will provide CardWizard Solution support to our customers. This includes both software and hardware support. The Customer Engineer will provide both installation, training as well as preventative and emergency maintenance to ensure Datacard solutions at customer sites is in proper working order. The Customer Engineer will perform the accountabilities detailed below and other duties as assigned.
Responsibilities:
- Provide pre- and post-sales support of CardWizard Solutions to internal and external customers via phone, email and on-site. This includes local onsite service calls for hardware in Colorado.
- Support end-user installations, configurations, updates and migrations through problems. Act as direct contact with internal and external customers.
- Provide onsite installation of CardWizard solutions and training for customers and IT personnel
- Provide cross training to other colleagues.
- Deliver high quality preventative and emergency support services on CardWizard Solutions
- Diagnose and understand system problems
- Work with a high degree of autonomy with the ability to test, diagnose and resolve issues
- Utilize Oracle to maintain proper inventory levels and complete service call reporting tasks
- Troubleshoot and repair complex hardware and software systems
- High availability for customer contact to ensure timely and accurate response to all inquiries.
- Responds to inquiries and support requests from customers in a timely manner
- Utilizes phone, email and remote connections to investigate customer issues
- Diagnoses underlying cause of customer complaints or performance issues
- Works all customer problems to resolution which may be one or many of the following
- Resolves issue by working with the customer over the phone via email or using a remote connection
- Identifies and arranges for replacement partsDispatches on-site service technician
- Arranges for product shipment to/from depot repair center
- Participate in company sponsored personal development and quality initiatives
- Complete all company training and development courses required by Datacard
Basic Qualifications:
- Excellent verbal communications and customer skills
- Associates degree in Information Technology or equivalent
- Computer service and network experience
- Proficient problem solving and troubleshooting skills
- Proficient with PC’s, current operating systems and relevant software applications
- Willingness and ability to work flexible hours and travel up to 50%, including International
- Previous experience in a customer service environment
- Up to 50% - International travel is expected
Preferred Qualifications:
- Additional IT experience with networks, servers, server O/S
- Customer Service experience
- Previous job experience in the Financial Institution industry
- Advanced technical education
- A+ Certification and/or N+ Certification
- Networking and/or Software Certificates
To apply for this position, please visit datacard.com and click on Career Opportunities to register and submit your resume.
https://careers.datacard.com/?JobOpeningId =2662
Datacard Group is an Equal Opportunity Affirmative Action Employer.
NO AGENCIES, NO RELOCATION