Field Service Engineer Sign & Display - Italy

Field Service Engineer is responsible of performing technical service and support day-to day business on Agfa and 3rd party products to customers and internal staff. He/she should also focus on customer relationship, both in support of sales activities and in seeking customer satisfaction.

You will be responsible for the installation, commissioning, maintenance and servicing of inkjet equipment offering strong technical problem solving skills and great customer service.

You are customer focused at all times, prepared to work alone and as part of a team, able to interact well with colleagues, customers and third party trades in a professional and tactful manner, and in doing so present a positive image of the Company. The ability to communicate clearly on technical matters is vital due to the customer facing nature of this role.

Responsibilities:

• Repair and maintain customer equipment effectively and efficiently.
• Perform preventive/corrective maintenance on Agfa products.
• Troubleshoot Agfa and 3rd party products, also repair and replace on-site and remotely.
• Execute Break & fix primarily in the zone but also in the region as a whole, on-site and remotely.
• Carry out pre installations and installations.
• Execute installations as a team member of the installation team or as the installation responsible.
• Support the customer in the field.
• 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.
• Escalate when necessary problems to 2nd and 3rd tier support.
• Assist R&D and HQ in problem solving and risk analysis.
• Keep himself/herself up to date about the equipment portfolio, by attending Agfa or Agfa partner’s equipment training delivered in Italy or abroad.
• Take own responsibility to give highest quality in all service tasks towards the customer.
• Maintain a good relationship with customer facing teams.
• To work on a standalone basis, maintain a good team spirit and share knowledge with other colleagues.
• Document and report technical issues where necessary.
• Ensure logging & closure of calls according to published guidelines.
• Fulfil the administration tasks that is needed.
• Identify opportunity for up-selling Agfa Services and Products and pass on up-selling opportunities to sales as required.

Requirements:

• University degree in Electronic Engineering or similar.
• Min. 3/5 years of previous experience in a similar role.
• Knowledge on Digital Print Technology.
• Able to fault find basic electronics to component level and excellent analytical skills.
• Working understanding of common Office IT Applications (MS Word, Excel, email etc).
• Local valid driving license.
• Solid English language skills.