Field Service Engineer
Agfa is a leading supplier to the printing industry. All over the world, we supply sign & display companies with a range of highly productive and versatile wide-format inkjet printers and dedicated inks, in addition to workflow automation software. We also serve various industries by deploying our state-of-the-art inkjet inks in printing solutions that are integrated into existing manufacturing processes.
Commercial, newspaper and packaging printers count on us for the most extensive range of prepress solutions, including hardware, software and consumables. These include a.o. user-friendly chemistry-free printing technology which saves costs and the environment, as well as mobile publishing software for newspapers and magazines.
Responsible for properly managing customer accounts assigned by providing the hardware/software maintenance of stand-alone Agfa products and/or associated peripheral equipment. Major responsibilities Centre on implementing timely, effective installation and repair services as well as ensuring customer satisfaction and the active promotion of all company offerings.
This role requires someone who can motivate themselves when working alone and remote from the parent organisation, offering strong technical problem solving skills and great customer service. The ability to communicate clearly on technical matters is vital due to the customer facing nature of this role. This role is based in Denmark, covering Nordic Region.
Main Tasks To repair and maintain customer equipment effectively and efficiently. Carry out pre installations and installations. Provide remote call pre-qualification and attempt remote fix wherever possible. Document and report technical issues where necessary. Follow documented escalation procedures. Ensure logging & closure of calls according to published guidelines. Provide support and training to Customers, Support Agents and Third Party Engineers. Provide equipment training as required to customers and local Support Agents. Maintain a good relationship with customer facing teams. Focal point for customers’ technical issues and investigation of field failure. Support the customer in the field, in the Nordic region and overseas. To work on a standalone basis. Look for opportunities and provide Sales leads wherever possible.
Education & Experience Good general standard of education. A professional qualification in a relevant discipline (Engineering, Science) and/or relevant electro-mechanical technical qualifications is an advantage. Ideally, previous experience of working in a customer facing role providing technical support.
Specific Skills Effective communications with internal /external customers. Prepress Printing Equipment skills or similar. Networking / IT skills. Interest in and understanding of Graphics Applications and printing industry. Planning & execution skills. Problem solving skills / core technical skills. Good administrative & organisational skills. Must be able to maintain and develop a detailed knowledge of current and future products. Working understanding of common Office IT Applications (MS Word, Excel, email etc).
Other Requirements Potential participation in a rota to cover out of hours working, including weekends. Must be prepared to travel with overnight hotel stays, in Denmark as well and in the Nordic Region (possibly overseas) and occasionally longer periods for product training. Full Danish Driving Licence. Experience in the installation, service and repair of Computer to Plate (CTP) and Printing Plate processing equipment and applications support would be advantageous. Experience in the installation, service and repair of Wide Format Inkjet equipment and support would also be advantageous.
What we offer now and in the future A dynamic global organisation with a history of innovation and strong product portfolio. A challenging environment combined with a supportive management structure. Career development and growth. A competitive salary and benefit package.
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