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Customer Engineer

Your Mission

Provide technical support to clients and partners across the world.

Main responsibilities

As Customer Engineer, you provide technical support by phone, email and onsite interventions to clients and partners. You are charge of the technical-administrative follow-up of the operations of troubleshooting and intervention, you write the internal reports, and define technical resolutions to improve technical skills of the technicians and improve overall service quality.

For specific troubleshooting, you are required to travel the world to visit customers. You are developing most effective methods of installations and support of the CP BOURG product portfolio.

You are acting as the trusted advisor for technical issues towards the technical team and you coordinate technical solutions with the service management. You adapt communication style and content to the technical level of your contacts,

Handling complex and high visibility customer escalations in terms of internal and external expectation setting toward management and board level

Coordination of most complex escalations between customer, technical teams and R&D.

Used to set priorities based on customer profiles and the severity of the impact of technical issues for the end customer.

Working with Sales in pre-sales support and make sure that solutions are robust and can be support solidly by the technicians.

Finally, you propose internal product improvements to R&D based on feedback analysis of the market and participate proactively in the internal validation of new products with the quality service.

Your Profile

Industrial engineer or bachelor in electro mechanics or other technical orientation, with excellent mechanical and software skills.

You speak fluent English plus French. An additional language is an asset.

You are customer oriented. Your sense of urgency allows you to meet customer expectations at the troubleshooting level as well as understand and anticipate their needs.

An important part of your working time is to the explanation of the functioning of the machines; you are recognized for your talents to transfer knowledge and convince customers about the best solutions.

Your analytical skills allow you to understand the needs of customers and to make improvements.

You are familiar with the use of a PC, Workflow Software, and Windows based applications.

You are flexible in terms of travel.

You are an excellent communicator internally and externally and you are able to define solutions by trouble shooting and making quick and accurate remote diagnosis.

Experience

5-10 years experiences in engineering or research and development of electro-mechanical equipment of in-line finishing systems in digital printer output or adjacent solution,

Seasoned understanding of design and manufacture of pre- and post-printing machines.

5-10 years Customer facing and technical ownership of complex technical issues.

Your professional experience has learned you how to communicate with customers who operate with tight SLA’s and performance penalties mission and where service levels are compulsory to meet production deadlines.

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