Field Service Engineer

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The Field Service Engineer at Xeikon is a key player in delivering outstanding technical support to our valued customers. Focused on diagnosing and resolving hardware and software issues, the Field Service Engineer ensures peak performance of Xeikon products through meticulous on-site maintenance. Repair and collaborative problem-solving. This role demands not only a strong technical background but also excellent time management skills for efficient service delivery.

Additionally, the position involves adept administration to maintain accurate service records and documentation.

• Technical Support
• Keep Technical Support (TSS) updated on current customer interventions
• Escalate to TSS support if an issue cannot be resolved within one hour

• Proactively communicate with customers regarding service issues and promptly address their concerns
• Keep customers informed about the current onsite ETA
• Collaborate closely with customers to understand their technical needs and challenges
• Ensure punctuality and leave the site in a better condition than upon arrival

• Keep SMAX work orders current:
  Labor time, activity logs, RMAS
• Accurately mark machines up and down in real time Via SMAX
• Provide detailed activity logs on troubleshooting, resolutions
• Ensure time cards are accurate and entered daily

• Complete all necessary Litmos classes before due dates
• Participate in training programs to enhance technical skills

• Ensure all expenses are submitted the following Monday of travel
• Book travel as early as possible to secure the best rates for flights, hotels, and car rentals

• High School diploma or GED required;
  Associate’s or Bachelor’s Degree preferred and/or equivalent experience
• Prior experience in break/fix, electrical/mechanical repair preferred
• Ability to travel frequently, both domestically and internationally, by car and plane
• Valid Driver's License required
• Excellent judgment, discretion, and problem-solving skills
• Customer service-oriented with the ability to remain calm and professional in stressful situations
• Detail-oriented with the ability to work effectively under pressure while meeting deadlines
• Proficient in Internet software, E-mail, Microsoft Excel, and Word
• Knowledge of the printing industry is a plus
• Ability to lift and/or move various weights, including up to 100 pounds
• Willingness and availability to work various hours, including weekends and on-call
• Ability to work independently without direct supervision
• Ability to travel up to 100% is required