Customer Support Engineer II

Company: Dimatix ( Learn More )

General Information
US-NH-Lebanon
N/A
4 Year Degree
Full-Time/Part-Time
Not Specified
None
False
False
Job Description POSITION SUMMARY:
Provides technical support and application assistance for all current and new Dimatix products, including activities related to new application development, printhead troubleshooting, printhead implementation, Lab testing, and customer training. Supports the global escalation process for customer cases (tickets) and provides a direct escalation path for FSE’s and customers within an assigned region. Provides internal escalation assistance to CSE colleagues prior to escalation to the L3 Dimatix organization. Coordinates all technical training for customer personnel, including testing /visits to New Hampshire for in-depth Lab testing. Assists Sales, FSE’s, Product Management, and Business Development staff in assessing potential application of company products to meet customer needs and prepares detailed product specifications. Provides follow-up support in disseminating technical information for specific applications. Travel may be up to 20%.
 
KNOWLEDGE:
A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
 
JOB COMPLEXITY:
Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
 
SUPERVISION:
May provide guidance to other personnel. Be able to work self-directed. Normally receives little
instruction on day-to-day work, general instructions on new assignments.
 
EXPERIENCE:
Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or 3 years and a Master’s degree; or a PhD without experience; or equivalent work experience.
 
ESSENTIAL JOB FUNCTIONS:
 
  • Conduct customer education programs; develop training literature and programs.
  • Act as a member of new product development project team as assigned.
  • Develop and conduct investigations to determine the root cause of, and find solutions to, product and applications problems.
  • Work with Development and Operations to ensure customer product requirements are known and met.
  • Follow established escalation guidelines on communicating with other Dimatix departments as necessary to provide timely response to customer inquiries and complaints.
  • Creatively analyze complex, vague, and difficult customer problems
  • Develop processes and procedures required to diagnose and repair returned products.
  • Participate in and or lead problem solving teams for product specific problems and development opportunities.
  • Prepare and provide reports on the status of customer products, issues and opportunities.
  • Travel to customer sites, occasionally on short notice.
  • Support the development of training literature and programs.
  • Conduct customer / internal training programs.
  • Travel to exhibitions and support product demonstrations.
  • Develop technical support documentation.
  • Provide input to product planning and upgrade activities.
  • Contribute to and maintain Customer Support Engineering knowledge databases.
  • Job RequirementsQUALIFICATIONS:
    To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    REQUIRED:
    • Bachelor’s degree or greater, in Electrical Engineering or Systems Engineering
    • Ability to work across many functional departments.
    • Excellent written, verbal and presentation skills.
    • Advanced reasoning skills to analyze and solve customer problems
    • Good customer interaction skills
    • 3-5 years’ experience with electro-mechanical systems
    • Minimum 2 years customer support experience
    • Ability to train customers on systems and troubleshoot problems
    • Solid understanding of Dimatix products and their applications.
    • Ability to work with company software programs: MS Office, Team Support, etc.
     
    DESIRED:
    • Solid understanding of digital printing technology
    • Ink jet printing machine experience
    • Knowledge of 8D – Eight Disciplines of Problem Solving
    • Experience with statistical data analysis and with the use of Minitab.
    • Experience with SolidWorks
    • Experience with GD+T.
    • Experience with VBA and SQL db manipulation
     
     
    PHYSICAL DEMANDS:
     
    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    • Occasional short-notice trips.
    • Travel to customer sites up to 20% of the time.
     
    WORK ENVIRONMENT:
    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
     
    • Occasional travel to customer locations, including Europe, Asia, Israel and South America.
     
    OTHER:
    • Other duties as may be assigned.
    • Each employee’s primary objective is to assure that the quality, delivery and cost controls within his/her control meet or exceed all of our internal and external customers’ requirements.
    • Each employee is required to abide by the Employee Handbook and the rules and regulations explained and provided at each orientation and training session. Special attention must be given to the safety aspects of these documents.
     
    FUJIFILM Dimatix provides competitive wages, a generous benefits package and a friendly, dynamic working environment.

    Equal Opportunity Employer
     
    FUJIFILM Dimatix is an E-Verify Employer