Engineer

Applies extensive knowledge the job skills with printer knowledge, company policies and procedures to complete complex, specialized assignments/tasks in creative and effective ways. Comprehensive understanding of the general/technical aspects of the job. Works on assignments that are complex in nature and require considerable judgment, initiative, and technical/specialized knowledge to resolve printer problems and/or develop recommended solutions. Work is completed with minimal supervision and assignments may be completed without established procedures. May determine methods and procedures for new assignments. Typically provides guidance to other non- exempt employees.

Responsibilities:

• Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
• The tasks of these Engineers could include one or more of the following: Provide assistance to Onsite CE
• Engineers on Single/Multifunction Printers and Scanjet’s
• Provide end to end support for A3 product lines including end users
• Support CE Assist Calls and provide technical resolution on complex issues
• Jointly work with Customers and Regional Focal team to provide quicker resolution
• Demonstration in fixing issues Remotely & Driving Parts Usage Efficiency
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).
• Proactively assist customers to avoid or reduce problem occurrence. ' Participates in projects for process or quality improvements.
• May act as a mentor to lower-level employee working on similar hardware and software.

Education and Experience Required:

• High school education or equivalent. Typically requires 3- 5 years general experience, or equivalent combination of Experience and college level education.

Knowledge and Skills:

• Superior skills both written and verbal communication.
• Experience in customer facing role, remote support, telephone, e- support, e-chat or similar.
• Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming.
• Must possess the zeal to demonstrate Customer First culture in every interaction.
• Must have very good verbal and written English communication skills.
• Experience in telephonic support - setup, configuration and troubleshooting Printers and Scanjet’s & basics of networking.
• The candidate should have good analytical/logical approach on Hardware troubleshooting.
• Must possess good experience with various IPG TPS ,A3 products & applications
• The candidate should have excellent CRM skills, Email/Chat Etiquettes, Customer First mindset is required.
• Ability to cohesively handle demanding Service Centre engineers / Partner Account Managers Collaborates with CC and SCE peers on resolving issues.
• Knowledge and experience using Knowledge Management systems.