Systems Support Specialist

Agfa-Gevaert; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated remote support technician to join their innovative team. This role involves providing exceptional technical support for inkjet systems, utilizing advanced diagnostic tools to resolve customer issues efficiently. You will collaborate with field technicians, ensuring seamless communication and effective problem resolution. The company values diversity and inclusion, fostering a collaborative environment where your contributions will significantly impact the success of their cutting-edge solutions. If you have a passion for technology and customer service, this opportunity is perfect for you.

Benefits

Competitive salary

Supportive management structure

Friendly work environment

Dynamic global organization

Qualifications

• 5 years experience in the graphic arts industry with knowledge of inkjet systems.
• Proficient with remote support tools and customer service.

Responsibilities

• Provide remote technical support and diagnose issues using remote tools.
• Assist field engineers with problem resolution and customer training.

Skills

Remote Diagnostic Tools

Customer Service Skills

Technical Proficiency

Communication Skills

Project Management Skills

Education

Bachelor’s degree in Electrical/Mechanical/Industrial Engineering

Bachelor’s degree in Printing Management

Tools

TeamViewer

SAP

MS Dynamics

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.

This position is part of the remote technical support team that provides product support to end-user customers, resellers and field technicians. Participates in uniform resolution across the team. The remote support technician uses remote diagnostic tools to provide state of the art problem resolution services for all Agfa manufactured, OEM and integrated third party products. Remote support technicians are responsible for managing problem escalations and working closely with the field technicians to resolve outstanding issues associated with inkjet hardware systems.

Location:

What You'll Do:

1. Receive and review calls placed to the Frontline team. Acting on them, accordingly, be it call the customer or advise on part numbers, etc.
2. Utilize remote diagnostic tools via Team Viewer to provide system takeover services to quickly diagnose and resolve problems remotely.
3. Perform remote system installation and upgrades using all available remote support technologies. Maintain proficiencies with all related tools that are required to complete this process.
4. Complete problem escalations as required and follow through with the field for a full resolution to the customer issue.
5. Provide low level customer training to assist end-users with the proficient use inkjet equipment and peripherals.
6. Assist field service engineers with problem resolution through the use of expertise, on-line information, remote diagnostics and equipment specific chats.
7. Order parts for Preventative Maintenance kits and customers via a schedule or as needed.
8. Maintain product knowledge via online documentation and support boards.
9. Contribute to field installation / escalation (Travel 20%)

Who You Are:

1. Bachelor’s degree in Electrical/Mechanical/Industrial Engineering or Printing Management
2. 5 years experience in the graphic arts industry with solid knowledge of inkjet and workflow systems
3. Proficient with remote diagnostic and support tools such as TeamViewer, Teams Chats, etc.
4. Microsoft Certified System Engineer (MCSE) a plus
5. Experience with industry standard operating systems and related file and print services
6. Experience applicable hardware configurations that are associated with inkjet and workflow systems.
7. Knowledge and use of extended software applications that enhance the functionality and use of Agfa developed products.
8. Solid customer service skills that convey professionalism, technical proficiency and sincerity
9. Good verbal and written communication skills
10. Use of SAP business system to open/close support calls and MS Dynamics
11. Effective project and time management skills
12. Excellent application skills and knowledge to diagnose and solve system level problems.

(Agfa) Our Values:

1. Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
2. Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)
3. Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
4. 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:

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

Diversity and Inclusion:

At Agfa, 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.