Customer Service Engineer - Rochester, NY

Domino Group; City of Rochester (NY); Remote; USD 60,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Service Engineer to deliver exceptional field service for printing equipment. This role involves traveling to customer sites, diagnosing and repairing equipment issues, and providing technical training. The ideal candidate will possess strong communication and problem-solving skills, along with a commitment to customer satisfaction. Join a dynamic team that values proactive engagement and fosters customer loyalty. Enjoy a supportive work environment with flexible scheduling options and a comprehensive benefits package, including medical plans, retirement savings, and more. This is a fantastic opportunity to grow your career in a rewarding field.

Benefits

3 medical plans

Flexible Spending Accounts

Dental and Vision Plans

401(k) Retirement Plan

Annual Bonus

Summer Friday Program

Company closure between Christmas and New Years

Qualifications

• Associates degree in electronics or equivalent military experience required.
• At least 2 years of related field service experience preferred.

Responsibilities

• Provide field service for Domino printing equipment at customer sites.
• Diagnose, troubleshoot, and repair system problems at customer locations.
• Provide onsite technical training on operation and maintenance of products.

Skills

Excellent Communication Skills

Analytical Skills

Problem-solving Skills

Time Management

Self-motivated

Education

Associates degree in electronics

Job description

Location: Gurnee - Head Office, United States

Job Title: Customer Service Engineer
Compensation: $60,000 - $70,000 (based on qualifications)

Position Summary
This position is responsible for providing field service for Domino Printing Equipment, providing customer management through commercial awareness, and contributing positively and proactively to the Domino support team.

Location
Field Based

Main Responsibilities/Essential Functions

• Travel to locations including customers, vendors, and Domino offices.
• Provide field service for Domino printing equipment at customer sites in and around the designated territory with regular travel throughout other parts of the United States.
• Provide onsite technical training on operation, repair, and maintenance of Domino products.
• Diagnose, troubleshoot, and repair system problems at customer sites.
• Carry out preventative maintenance service to maximize uptime in line with customer production schedules and equipment specifications.
• Provide telephone technical support including rotational after-hours, weekends, and holidays on call.
• Provide customer management through commercial awareness, focusing on retention and growth.
• Display total account management by focusing on what needs to be done and taking the appropriate action.
• Initiate proactive action on behalf of the customer.
• Provide closed loop feedback on all escalated customer actions.
• Develop customer relationships that breed loyalty.
• Actively promote the features and benefits of Domino product and aftermarket range.
• Actively engage other areas of the business when opportunities exist.
• Understand the customers’ needs and align DAI resources to deliver value.
• Contribute positively and proactively to the Domino support team.
• Work well with sales and the internal organization.
• Contribute positively to the development of the DAI organization.
• Represent Domino in a professional manner at all times.
• Fully participate in company meetings including department specific meetings.
• Provide effective communication to functional relationship groups.
• Be available and responsive to answer queries from sales force regarding fundamental, technical, and integration capabilities.
• Provide timely response to internal and external customers. Internal customers are defined as any Domino Entity; external customers are defined as any Domino customer.
• Manage Domino parts inventory for accuracy and install base profile.

Supervisory Responsibilities:
None

What You Need
Education & Experience:

• Associates degree in electronics or equivalent military experience required.
• At least 2 years of related field service experience preferred.
• Valid Driver’s License required.

Skills & Knowledge:

• Excellent Communication Skills.
• Able to work with different levels of employees/customers.
• Good time management.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks and delegate them when appropriate.
• Self-motivated/organized, and operates without the need for direct supervision/guidance.

Physical Demands:

• Light work: Light work involves exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a small amount of force constantly to move objects. Pushing, pulling, stooping, reaching, gross/fine manipulation, driving, kneeling, crawling, and climbing may be required. Physical demand requirements are more than those for Sedentary Work.

Health & Safety Concerns:

• General Office Environment.

Company Benefits:

• 3 medical plans: Traditional PPO, Value PPO, and High Deductible Health Plan with a Health Savings Account.
• Flexible Spending Accounts.
• Dental and Vision Plans.
• Company paid Life and AD&D Insurance, short-term and long-term disability insurance.
• Voluntary life and AD&D insurance for employees and eligible dependents.
• 401(k) Retirement Plan with generous employer match.
• Voluntary benefits such as pet insurance, legal assistance, and Aflac.
• Vacation, Sick Days, Floating Holidays, and Company Holidays.
• Annual Bonus.
• Summer Friday Program that runs from May to October.*
• Company closure between Christmas and New Years.*
• Hybrid or fully remote work schedules.*

*Please note, due to business needs these programs may not be available for all positions.


U.S. Equal Employment Opportunity
Domino Amjet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.