Systems Support Specialist

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

Job summary

An established industry player is seeking a Remote Support Technician to join their innovative technical support team. This role involves utilizing advanced remote diagnostic tools to provide exceptional support for inkjet systems, ensuring customer satisfaction through effective problem resolution. You will collaborate with field technicians and assist in training end-users, all while contributing to a dynamic and supportive work environment. If you have a strong background in the graphic arts industry and a passion for technology, this opportunity offers the chance to grow your career in a forward-thinking organization committed to innovation and sustainability.

Benefits

Career development and growth

Competitive salary and benefits package

Friendly work environment

Supportive management structure

Qualifications

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

Responsibilities

• Provide remote support and diagnose issues using remote tools.
• Assist field engineers and maintain product knowledge.

Skills

Remote Diagnostic Tools

Customer Service Skills

Technical Communication

Problem-Solving

Project Management

Education

Bachelor’s degree in Electrical/Mechanical/Industrial Engineering

Bachelor’s degree in Printing Management

Tools

TeamViewer

SAP

MS Dynamics

Job description

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:

• Remote: Canada / United States

What You'll Do:

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

Who You Are:

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

(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.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

At Agfa, our mission 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.