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Senior Customer Support Engineer

The Senior Customer Support Engineer will provide highly skilled technical support for complex electro-mechanical and software issues. The Senior Customer Support Engineer will interpret and analyze call logs to recommend service methodologies to improve on-site as well as remote support and installations. This role will provide telephone support and technical training to customers and dealers and be the most senior technical escalation point for the technical team. The Senior Customer Support Engineer will work under the direct supervision of the VP of Global Services and take direction from the National Technical Services Manager. This role will also work very closely with R&D and International Service Operations in Belgium by participating in machine performance improvement programs and provide technical support for trade shows. The Senior Customer Support Engineer is also expected have supervisory skills to back up the National Technical Service manager.

Essential Functions:

The Senior Customer Support Engineer must have the ability to perform regular duties, including, but not limited to the following:

A. Continuously improve service and support methodologies based in machine performance data and call log info.

  • Ensure that pre-installations are performed according the defined protocols and deliver first time completion of installations according specifications.
  • Act as escalation point for technicians and resolve complex electro-mechical and software issues by giving remote support to CP Bourg technicians or dealer- and partner organizations.
  • Provide management information to the National Technical Service Manager and VP Global Service on machine performance and labor utilization.

B. Provide Telephone Support.

  • Assist customers, dealers and other departments within C. P. Bourg with parts identification.
  • Troubleshoot mechanical and electrical systems support work flow applications
  • Assist field reps in performing replacement, adjustment, software downloads, etc., in real time.
  • Support the CPB technical team during installations with remote support and supporting technicians of CPB with technical interventions.
  • Assist the Sales Department, product specifications, technical pre-sales support and configuration support.
  • Provide technical training to Digital Partners and C. P. Bourg dealers’ technical personnel in classroom environment.
  • Provide back-to-management quality of technicians leaving training program.

C. Perform Installation and Repair

  • Provide installation of Bourg equipment via the Digital Partners or dealer support.
  • Deliver remote support for installations done by dealers and validations performed by Partners.
  • Provide on-call emergency service to repair Bourg equipment by the Digital Partners escalation policy requiring immediate unplanned travel.
  • Repair/adjust equipment in-house, as necessary, on demo floor or factory floor.

D. Other

  • Accepting overnight travel to visit or assist customers
  • Performing a variety of incoming inspections on machines parts and components
  • Regularly lift, push, pull at least 70 lbs.
  • Follow all Company safety rules and procedures
  • Regularly report to work, and on time, and be able to work 8-hour shift
  • Possess and apply analytical and organizational skills
  • Read manuals and other instructional documentation
  • Read and write reports and other business documentation
  • Occasionally work weekends and/or evenings, holidays and overtime, as business needs dictate
  • Perform such other tasks and responsibilities as the National Technical Manager or Vice President of Operations may assign.

Physical Requirements (to Perform Essential Functions)

  1. Ability to talk on the telephone for extended periods of time
  2. Ability to use a computer and keyboard
  3. Ability to do frequent bending, kneeling, walking, standing (sometimes for extended periods of time), squatting, stair and ladder climbing, pushing, pulling and lifting
  4. Good manual dexterity and hand-eye coordination
  5. Ability to work an 8-hour shift

Qualifications:

Experience. Must have at least 7-10 years technical or electrical experience. Printing experience would be an advantage.

Education. Degree in Electro-Mechanical Engineering

Special Requirements:

  1. Possession of a valid Massachusetts driver’s license in favorable standing
  2. Must be available to work evenings, weekends and in overtime situations, as required
  3. Must be able to travel on short notice

The essential functions listed are intended only as illustrations of the various duties of the job and are not all inclusive. The omission of specific statements of duties does not exclude them from the position if they are similar, related or a logical assignment of the position.

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