Support Engineer Job in Mississauga L5R 3V8, Ontario Canada
Do you want to enrich your professional life and to use your creativity and experience for new challenges in a growing organization with clear ambitions? Are you prepared to learn, continue to develop, and are you seeking to be at the forefront of the technologies and vision for the future? Then Agfa Graphics is the right company for you. Agfa Graphics will offer you a dynamic and stimulating environment with an opportunity to learn and development and enhance your skill set, competencies and leverage your career.
Agfa Graphics, is a world leader in prepress solutions for the commercial, newspaper and packaging printing industries. In addition, we are quickly expanding our assortment for the fast-growing market of industrial inkjet printing with the development of state-of-the-art printers and inks for applications such as billboards, packages and decoration.
We are currently seeking a full-time Support Engineer to support our Wide Format Inkjet Systems globally. In this role you will:
· Provide technical assistance globally via phone/e-mail, technical notes documentation and when necessary, in person as the product specialist at the customer site.
· Provide Global technical training for service engineers, on occasion customers, and as required “train the trainer” for system related introductions, new features, software, Mod-Kits and enhancements.
· As a part of Global Services, support the testing, installation, initial training and ongoing support of beta testing activities. Report customer reactions, and recommendations as well as any issues found during the process.
Remotely troubleshoot, diagnose and repair system issues at customer sites that the local engineer is having difficulties in repairing.
Responsibilities:
- Dispatch and allocation of high priority escalation's to team members
- Organize Conference Calls, Workshops, Webinars with the key people in the SO
- Report and respond to Installation Tracking (PIT) reports to assist the engineer to resolve the issue and escalate the issues to responsible parties.
- Report customer / technical escalation's - incidents (PowerHelp) to Consistency (SVC) and PLT (Product Line Team) level
- Keep track of PowerHelp and Jeti Mail Box and focus on assign response, resolve cycle, closure rate
- Key Interface/Contact to Global Services “Product Specialists” in countries/regions
- Escalation management World wide
- Work closely with RD engineering groups as well as Agfa Applications and SVC groups to understand and become expert on new products and enhancements.
- Provide expert recommendations to help improve serviceability both from an accessibility and design approach.
- Using prior knowledge, formulate opinions and communicate those to the development team during all stages of a product life cycle. This in an effort to improve the MTTI, MTBF MTTR.
- Identify all FRUs; provide the technical documentation with the Remove Replace procedures.
- Provide input and recommendations to management in the construction of the service support plan as well as the financial data to support that plan.
Qualifications:
Education
Bachelors degree or equivalent in Electrical Engineering Technology, Electro-Mechanical systems,
Experience
One+ year in graphic industry
Troubleshooting and systems diagnostic experience
Specific skills
Good analytical skills
superior customer relations and field service experience
ability to work under physical and psychological pressure
Basic knowledge of PC operating systems, networks, electromechanical pneumatic control systems, and basic optical experience
Must have good communication skills
Please apply to jennifer.cole@agfa.com