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- To offer customer support and or confirmation for parts orders.
- Initial triage to identify parts requirements ensuring customer receives the correct part.
- Provide initial technical support to all customers understanding, identifying symptoms and driving corrective actions.
- Ordering necessary parts to be shipped to sites where required.
- Organising field dispatch of engineers with the correct skills to be at the site when the parts are also on site to implement corrective actions.
- Escalate internally to product support remote team when unable to identify the issues and or parts required.
- Complete escalation documentation to be posted in appropriate locations.
- Complete all necessary case details and report accurately and timely into the service system.
- Ability to work within a shift rotation, which will also include a rotation of on call.
- Relentlessly drive to resolution of customer issues.
- Previous extensive experience and in field knowledge as a Inkjet field service technician desirable.
- Good knowledge of print industry and processes.
- Fluent in Multiple languages both spoken and written (English Mandatory).
- Proficiency in reading electrical and fluid schematics.
- Excellent communication and interpersonal skills, especially when communicating with customers
- Electromechanical experience or similar
