Customer Service Engineer

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Job description

DEPARTMENT: Technical Service Group

JOB TITLE: Customer Service Engineer

REPORTS TO: Service Manager

FUNCTIONAL RELATIONSHIPS: The Customer Service Engineer has a functional relationship with external customers as well as other Customer Service Engineers, Accounts Managers and other internal customers.

MISSION:

1. Provide Field Service for Domino Printing Equipment
2. Provide Customer Management through Commercial Awareness
3. Contribute Positively and Proactively to the Domino Support Team
4. Work Comfortably in a Remote Environment
5. Other Ad Hoc Duties as Assigned

MAIN ACTIVITIES:

Provide field service for Domino printing equipment at customer sites throughout Quebec with occasional travel outside of province and or country.

• Provide onsite technical training on operation, repair and maintenance of Domino products
• Diagnose troubleshoot and repair system problems at customer sites
• Carryout preventative maintenance service to maximize uptime in line with customer production schedules and equipment specifications
• Provide telephone technical support including rotational after-hours, weekends and holidays on call

Provide customer management through commercial awareness, focusing on retention and growth

• Displays total account management by focusing on what needs to be done and taking the appropriate action
• Initiating proactive action on behalf of the customer
• Provide closed loop feedback on all escalated customer actions.
• Develop customer relationships that breed loyalty
• Actively promotes the features and benefits of Domino product and aftermarket range
• Actively engages other areas of the business when opportunities exist
• Understanding the customers' needs and aligning Domino resources to deliver value

Contribute positively and proactively to the Domino support team

• Works well with sales and the internal organization
• Contribute positively to the development of the Domino organization
• Always represents Domino in a professional manner
• Accept increasing responsibility with tenure

Works comfortably in a remote environment

• Self motivated/organized, and operates without the need for direct supervision/guidance
• Performs all administrative work-related tasks in a timely manner.
• Manage Domino parts inventory for accuracy and install base profile.

Other Ad Hoc Duties as Assigned

· Provide effective communication to functional relationship groups.

· Be available and responsive to answer queries from sales force regarding fundamental, technical and integration capabilities

· Provide timely response to internal and external customers. Internal customers are defined as any Domino Entity; external customers are defined as any Domino customer.

· Fully participate in company meetings including department specific meetings

· Other ad-hoc projects as required

COMPETENCIES

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty 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.

Education and/or Experience

Associates Degree in a Technical capacity, bachelor's degree is highly preferred with at least 6 months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

To perform this job successfully, an individual should have knowledge of basic office software.

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.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit and taste or smell. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and peripheral vision.

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.

While performing the duties of this Job, the employee is regularly exposed to moving mechanical parts. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles; toxic or caustic chemicals and outside weather conditions. The noise level in the work environment is usually moderate.