Support Engineer, Technical Leader

BlueCrest; Hartford (CT); On-site; USD 108,000 - 132,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Flexible spending accounts

Life insurance

Disability income

401(k) Savings Plans

Employee assistance and wellness

Job summary

BlueCrest Inc. is seeking a technical service professional to deliver best-in-class service for defined product lines, focusing on software scripting, Output, and Enterprise Manager.

The role supports solution integration, pre- and post-sales activities, and requires collaboration across Service, Engineering, Quality, and Manufacturing teams. The position emphasizes maximizing customer satisfaction and contributing to financial performance, with occasional travel and the ability to train others.

Qualifications

• Strong written and verbal communication skills.
• Customer management and reporting skills.
• Ability to work within defined timelines.
• Ability to work independently with minimal supervision.
• Ability to train and coach others in technical skills.
• Preferred leadership capability.
• Relevant certifications: A+, Network+, ONC/HNC; foundational networking knowledge.
• Experience in teaching or employee development; consulting skills.

Responsibilities

• Provide best-in-class technical service for defined product lines.
• Support solution integration, delivery, and pre/post-sales activities.
• Maximize customer satisfaction while supporting financial performance.
• Focus on software scripting, Output, and Enterprise Manager; limited CSRs involvement.
• Maintain high equipment uptime through knowledge of products, systems, networks, and customer requirements.
• Assist in RFIs, RFQs, quotations, and statements of work per company policies.

Skills

Communication skills

Customer management

Time management

Independent work

Training & coaching

Education

A+ Certification

Network+ Certification

ONC / HNC Qualification

Tools

A+ certification

Network+

PC skills

Job description

BlueCrest is a global, innovative leader in enterprise print, mail and customer communications. Our products include printers, inserters, and sorters and a renewed commitment to innovative software and vote-by-mail solutions. We are proud to be an industry and market leader in the mail space.

Although our manufacturing headquarters is based in Danbury, Connecticut, we are a global company with clients and team members in over 15 countries worldwide, including an expansive field service team comprised of over eight-hundred specialized field service technicians. Advancing our clients' operations to meet the demands of the future takes a great team and hard work.

We move quickly to creatively solve problems and implement change. Most of all we cherish our role as a trusted and innovative technology partner. We provide a supportive and inclusive working environment for employees where individuals can thrive, and teams can flourish.

Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (ICARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day.

It is the essence of how we interact and work. It's how things get done at BlueCrest.

Job Description

POSITION SUMMARY

This role provides best-in-class technical service for defined product lines, supporting solution integration and delivery, technical escalations, and pre- and post-sales activities. The position is accountable for maximizing customer satisfaction while supporting the company’s financial performance.

CORE RESPONSIBILITIES

• Focus on software scripting, Output, and Enterprise Manager, with limited engagement involving CSRs or physical assets.
• Maintain a high level of equipment uptime through strong knowledge of products, systems, networks, and customer requirements, with the goal of maximizing customer satisfaction.
• Provide technical expertise for sales activities, including RFIs, RFQs, quotations, and statements of work, in accordance with company processes and policies and in support of sales and profitability targets.
• Support a broad range of technical product activities, including Try & Buys, installation of complex configurations, and beta testing, to support customer satisfaction and solution profitability.
• Serve as a liaison among Service, Engineering, Quality, and Manufacturing.
• Support product quality improvement and defect closure across product lines to help maintain world-class products.
• Provide technical training and support related training activities.
• Support Test Engineering activities for product development and product-related issues.
• Provide Danbury integration and refurbished module support as needed.
• Travel as required, estimated at 10% to 15%.

KEY CHALLENGES

Balance software development and technical support responsibilities, with the allocation varying by case, while maintaining a strong emphasis on scripting.

Qualifications

Minimum

• Strong written and verbal communication skills.
• Customer management and reporting skills.
• Ability to work within defined timelines.
• Ability to work independently with minimal supervision.
• Ability to train and coach others in technical skills.

Preferred

• Demonstrated leadership capability.
• A+, Network+, ONC, or HNC qualification; foundational networking knowledge; and advanced PC skills.
• Demonstrated experience in teaching, training, or employee development.
• Consulting skills, including effective listening, problem-solving, and facilitation.

EEO Statement

BlueCrest is proud to be an equal opportunity employer. We are committed to developing and retaining an inclusive workforce around the globe, free of unlawful discrimination, harassment and retaliation. We provide equal employment opportunities to all persons without regard to race, ethnicity, creed, color, religion, age, sex, national origin, disability status, marital or familial status, genetics, pregnancy, veteran status, sexual orientation, gender identity or expression, or any other characteristic for which discrimination is prohibited by law

Compensation

$120k +

• medical, dental, and vision coverage
• flexible spending accounts
• life insurance
• disability income
• 401(k) Savings Plans
• employee assistance and wellness programs