Field Support Engineer

Xaar PLC; Cambridge; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A technology company in the UK is seeking a Field Application Engineer to support OEM customers in developing inkjet equipment. Responsibilities include providing technical support, liaising with engineering teams, and ensuring customer satisfaction through troubleshooting and training. Candidates should have relevant engineering qualifications and experience in a technical customer-facing role. Strong problem-solving skills and the ability to communicate effectively are essential for success in this dynamic position.

Qualifications

• Experience in a customer-facing role in a high-pressure technical environment.
• Ability to understand and resolve issues with complex electromechanical systems.
• Understanding of digital inkjet systems is advantageous.

Responsibilities

• Assist OEM customers in developing inkjet equipment.
• Liaise between customers and Xaar engineering teams.
• Provide customer support through troubleshooting and training.

Skills

Hands-on technical troubleshooting

Problem-solving skills

Effective communication

Analytical thinking

Commercial awareness

Education

NVQ4+ / HNC / HND / BSc / BEng in engineering or science-based discipline

Tools

Sales Force CRM

Job description

Inkjet Innovator. Trusted Partner. Sustainable Future. Xaar is here to create a world where you can print anything you can imagine.

Xaar has defined 5 values which are vital to our business; each represents an area of essential importance to us. Their existence is intended to guide difficult decisions and shape behaviour.

Creative – we push the boundaries of what’s possible

Collaborative – everyone is a partner; we help each other freely and willingly

Innovative – we always strive to constantly improve

Integrity – we deliver on our promises

Passion – we care about our technology, our products, our partners and each other

Purpose of Role

To assist OEM (original equipment manufacturer) customers in developing inkjet equipment integrating Xaar’s technology; technically supporting pre/post sales through application and equipment development, product launch and ongoing product support. The role will involve customer visits to assist with development and to understand application requirements.

Field Application Engineers are Xaar’s primary technical contact with customers and are expected to liaise between customers and Xaar engineering teams, Xaar 3rd-party partners, and, in some cases, ink partners, and to manage and report on activities across all parties. To also support the installation and ongoing service of Xaar’s Versatex range of print embellishment bars, to include troubleshooting, repair and operator training.

Scale

• The role involves travel globally, approximately 1 week per month, which could be 50%
• Directly responsible for customer satisfaction
• Providing support and being mindful of time to market imperatives
• Representing Xaar through telephone, Team and onsite activity globally.

Freedom to make decisions

• Understand customer requirements and make suitable recommendations from the Xaar product portfolio
• Recommend ideas to improve the customer experience
• Identify poor or ineffective processes and make recommendations for improvement
• Provide feedback on product performance-related information to departments outside of Customer Support
• Influence how a customer is charged for various services

Complexity

• Understanding complex electromechanical/fluid systems where not everything is a known quantity.
• Working on remote customer sites where there will be a need to be resourceful.
• Dealing with conflicting priorities

Planning Horizon

• Working with customer projects typically 3 months to 1 year
• Providing response to technical questions via email or the Xaar customer portal, typically a 1 day response

Key Accountabilities

On a typical day you’ll be expected to:

• Assess allocated projects for progress, identify next milestones and work to meet them
• Actively seek status from customers regarding project progress / issue status
• Report progress / findings / solutions in CRM system (Sales Force)

About You

Knowledge, experience and qualifications

• NVQ4+ / HNC / HND / BSc / BEng in an engineering or science-based discipline.
• Experience in a customer-facing role in a high-pressure / high-stakes technical environment.
• Demonstrate ability to understand and resolve issues with complex electromechanical systems.
• Experience with digital inkjet systems is an advantage

Skills & Behaviours

• Hands‑on technical troubleshooting and problem‑solving skills
• Resourceful, flexible and able to work on own initiative
• Able to communicate clearly and effectively in conversation and in writing
• Able to think analytically and apply skills and knowledge in new environments and situations
• Being commercially aware, understanding the impact of decisions commercially

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