Field Service Engineer

Agfa-Gevaert; United States; Remote; USD 60,000 - 85,000; Full time

Job summary

Agfa-Gevaert is seeking a Field Service Engineer to manage customer accounts with a focus on installation and repair of Agfa products. The ideal candidate will possess an associate degree in electronics or related field and have 2-3 years of relevant experience in a high-tech environment. The role emphasizes customer satisfaction, communication, and a proactive approach to service excellence, all within a dynamic, supportive global organization committed to diversity and inclusion.

Benefits

Competitive salary and benefit package

Friendly work environment

Supportive management structure

Qualifications

• Minimum 2-3 years’ experience in a high-tech field, printing, publishing, and/or inkjet environment.
• Experience and understanding of remote diagnostics.

Responsibilities

• Responsible for the installation and repair of assigned Agfa products.
• Performs preventive maintenance and repair functions on assigned SMA.
• Documents service calls, expenses, and time reports daily.

Skills

Strong Communication

Problem Analysis & Judgment

Self-awareness

Customer Service

Remote Diagnostics

Education

Associate degree in electronics technology

Job description

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The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Agfa Inkjet Solutions, a division of the Agfa-Gevaert Group, specializes in innovative inkjet printing technologies for a wide range of industries, including commercial printing, packaging, textiles, and industrial applications. The company offers high-quality digital printing systems, including hardware, ink, printheads, and software, designed to deliver precise, vibrant results across various materials. Agfa emphasizes sustainability with eco-friendly ink formulations and efficient, cost-effective solutions. With a strong focus on research and development, Agfa Inkjet Solutions continues to lead in advancing printing technology, providing businesses globally with cutting-edge, environmentally conscious printing systems.

We are looking for a Field Service Engineering to join our growing team. You will be responsible for properly managing customer accounts assigned by providing the hardware/software maintenance of stand-alone Agfa products and/or associated peripheral equipment. Major responsibilities centre on implementing timely, effective installation and repair services as well as ensuring customer satisfaction and the active promotion of all company offerings.

Location:

• Remote: Northern NJ or Connecticut

What You'll Do:

• Responsible for the installation and repair of assigned Agfa products, to include safety verification of electrical and environmental factors at customer site, testing of product to ensure functional operation, verification of operating performance with customer, and review of the basic operational functions with the customer to meet our training obligation at installation.
• Performs preventive maintenance and repair functions on assigned SMA, courtesy visits as required, and time & material accounts.
• Maintains regular communications with Regional Manager to provide prompt escalation to difficulties and ensure customer satisfaction.
• Documents service calls, expenses and time reports on a daily basis and submit to zone office on a weekly basis according to established procedures; documentation must be legible and neat.
• Responsible for parts ordering and returning repairable spare parts components.
• Ensures the service ready condition of service aids, tools and diagnostic equipment.
• Maintains close contact with scheduler to meet all response time and uptime commitments.
• Promotes all Agfa offerings (i.e. System Maintenance Agreements, Professional Services, Products)
• Understand and adhere to all safety policies on the job and while driving company vehicle.
• Quickly ascertain customer demeanor and personality and be able to interact effectively.
• Engage with other Agfa employees and be able to work effectively with different skill sets, emotions and motives.
• Demonstrate company loyalty and consciously make decisions that are fiscally responsible and prudent.
• Be resourceful and creative but work without supervision while staying motivated.
• Incumbent serves as onsite conduit to Agfa management and Sales for customer issues: sales needs, political environment, staff changes, etc.
• Product expertise might be limited to similar product lines and customer environments: processors, inkjet, commercial, newspaper.

Who You Are (Qualifications):

• Minimum of an associate degree in electronics technology or equivalent.
• Minimum 2-3 years’ experience in a high-tech field, printing, publishing, and/or inkjet environment.
• Strong Communication skills both written and verbal.
• Problem Analysis & Judgment
• Self-awareness and self-motivating
• Knowledge of the Graphics, Inkjet, Printing/Publishing Market an asset
• Strong customer service & support principals
• Experience and understanding of remote diagnostics.

(Agfa) Our Values:

Own It(I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)

Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)

Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).

Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

AtAgfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.