Field Service Engineer

This position performs technical service and support day-to day business on Agfa and 3rd party products to customers and internal staff. FOCUS ON DIRECT CUSTOMER CONTACT / ESCALATIONS.

Field Service Engineer to cover Service/Equipment/Sales demands in the Argentina, Uruguay, Paraguay, Chile Republic and internationally, and to cover FSEs on vacations, etc. The FSE is in charge of service, maintenance, and repair of Agfa DPC equipment families:

Anapurna, Jeti Titan/Mira, Tauro Family, Onset Family, and the rest coming, Bronco, Avinci, ASANTI, IT issues, etc.

What You'll Do (Duties & Accountabilities):

• Accountability for professional system installation ( site inspection before physical installation, installation / upgrade)
• Accountability for system acceptance (shared responsibility with sales and applications)
• Repair and fix In time and in line with Service agreements in a professional way.
• Ensure technical knowledge transfer to customer / dealer and within the Agfa organization
• Accountability for the appliance of best practice processes and procedures (escalation, sign off, problem logging, service call handling..)
• Accountability for customer satisfaction on project implementation and issue handling
• Accountability of call screening ( on site / remote )
• Minimizes equipment/system downtime.
• Ensure customer satisfaction.
• Give remote support and have a good percentage of calls solved by remote support.
• Give a very complete and detailed operator training to customers.
• Register all the interventions in service reports and on time.
• Work on preventive maintenance on all Inkjet customers according to a schedule. Keep up to date with online Agfa information such as updated manuals and technical notes.
• Adds the IT support for our software like Asanti.
• Escalate when necessary problems to 2nd and 3rd tier support
• Perform preventive/corrective maintenance in Softwares
• Assist internal and external customers (e.g. user, freelancer, colleagues from all business areas, HQ etc.) on-site and remotely on technical questions and issues
• Identify opportunity for up-selling Agfa Services and Products and pass on up-selling opportunities to sales as required
• Install and modify Agfa and 3rd party products
• Troubleshoot Agfa and 3rd party products, also repair and replace on-site and remotely
• Assist R&D and HQ in problem solving and risk analysis (service II and III)

What You'll Bring (Qualifications):

• Complete bachelor’s degree in engineering (Mechatronics, Electronics, Communications, Electrical, or related).
• At least 3 years of experience in service on site.
• Desirable experience supporting Wide Format Printers or graphics systems
• Skills in software applications is a plus.

Languages:

• Spanish (Native)
• English (Advanced Intermediate).

Technical Skills:

• Very good experience in electric, electronics , pneumatic and mechanical repairs.
• Very good engineering skills, ability to easily understand service manuals and electric, electronic, and pneumatic schematics.
• Desirable experience in computer science, operating systems, networks, IT.
• Desirable experience in colour theory and profiles. ·

Soft Skills:

• Time management, organization, prioritization, and follow-up skills.
• Customer service skills. Need to be very customer-focused.
• Strong communication skills, written and spoken.
• Teamwork and communication.
• Ability to work under pressure.
• Proactive, goal-oriented, rapidly adapt and respond to changes in the environment and priorities.

Location: Mexico City, Mexico.

Travel:

• 40% Travel, national and international trips.
• Travel time no longer than 2 weeks.