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Role Description

This role involves providing expert technical support for tabletop, label presses, and wide format digital printers.

• Apply expert technical knowledge to drive rapid resolutions to complex technical issues in the field at customer sites.
• Identify and take action to close skill gaps across branches.
• Liaise with Quality, Engineering, and Product Management teams to resolve arising issues and develop training materials.
• Ensure Global Tech teams follow the escalation process and escalate complicated cases to the engineering team as needed.
• Lead new product launches.
• Develop channel technical competencies through tech training and inform stakeholders of key technical updates.
• Provide regional and global field service and call center support as required.
• Answer customer phone calls and respond to customer emails within defined Service Level Agreements (SLA’s).
• Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits.
• Provide remote and onsite customer installations and training.
• Create and maintain support cases as per defined Standard Operating Procedures (SOP’s).
• Coordinate shipment of replacement/repair and loaner units.
• Manage assigned service parts inventory and perform required transactions as per SOP’s.
• Follow up with all open customer cases and issues to ensure timely and satisfactory resolution.
• Escalate critical customer technical cases that need next level of Tier involvement as per SOP’s.
• Complete assigned customer related projects.

Qualifications

• Requires seven (7) years of experience performing technical support for tabletop, label presses, and wide format digital printers.
• Experience must include seven (7) years with each of the following:
  • Operating and repairing MTEX wide format digital printing presses.
  • Applying knowledge of CMYK printing systems and digital color management tools and techniques.
  • Working with image design software such as Adobe Illustrator, Photoshop, and RIP programs.
  • Installing, troubleshooting, repairing, and maintaining electrical, electronic, and mechanical printing systems.
  • Working with Windows operating systems, machine control software, and networks and graphics programs used in the commercial printing industry.
  • Working with Case Management ERP or CRM systems.
• Experience must include five (5) years with each of the following:
  • Providing front line customer-facing industrial equipment support and maintenance, including Call Center, Field Service, workshop repair, and sales support.
  • Providing technical expertise for projects.
  • Participating in trade shows and exhibitions.
• Experience may be gained concurrently.
• Domestic travel required up to 50%. Destination and frequency impossible to predict.

Application Process

Apply via email: rwheaton@astronovainc.com (please put “Tier 3 Field Technical Support” in Re” line) OR apply by mail to:

c/o Rhonda Wheaton, Director, Human Resources, AstroNova, Inc., 600 East Greenwich Avenue, West Warwick, RI 02893