Tier 3 Support Expert

AstroNova, Inc.•New York, NY

2d•Remote

About The Position

Apply expert technical knowledge of table top, label presses and wide format digital printers. Drive rapid resolutions to complex technical issues in the field at customer sites. Identify and take action to close skill gaps across branches. Liaise with Quality, Engineering, and Product Management teams to resolve arising issues and develop training materials. Ensure Global Tech teams follow the escalation process, and escalate complicated cases to the engineering team, as needed. Lead new product launches. Develop channel technical competencies through tech training and inform stakeholders of key technical updates. Provide regional and global field service and call center support, as required. Answer customer phone calls and respond to customer emails within defined Service Level Agreements (SLA’s). Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits. Provide remote and onsite customer installations and training. Create and maintain support cases as per defined Standard Operating Procedures (SOP’s). Coordinate shipment of replacement/repair and loaner units. Manage assigned service parts inventory and perform required transactions as per SOP’s. Follow up with all open customer cases and issues to ensure timely and satisfactory resolution. Escalate critical customer technical cases that need next level of Tier involvement as per SOP’s. Complete assigned customer related projects. Position may work remotely.

Requirements

Requires seven (7) years of experience performing technical support for tabletop, label presses, and wide format digital printers.
Experience must include seven (7) years with each of the following: operating and repairing MTEX wide format digital printing presses; applying knowledge of CMYK printing systems and digital color management tools and techniques; working with image design software such as Adobe Illustrator, Photoshop, and RIP programs; installing, troubleshooting, repairing, and maintaining electrical, electronic, and mechanical printing systems; working with Windows operating systems, machine control software, and networks and graphics programs used in the commercial printing industry; and working with Case Management ERP or CRM systems.
Experience must include five (5) years with each of the following: providing front line customer-facing industrial equipment support and maintenance, including Call Center, Field Service, workshop repair, and sales support; providing technical expertise for projects; and participating in trade shows and exhibitions.
Experience may be gained concurrently.
Domestic travel required up to 50%. Destination and frequency impossible to predict.

Responsibilities

Apply expert technical knowledge of table top, label presses and wide format digital printers.
Drive rapid resolutions to complex technical issues in the field at customer sites.
Identify and take action to close skill gaps across branches.
Liaise with Quality, Engineering, and Product Management teams to resolve arising issues and develop training materials.
Ensure Global Tech teams follow the escalation process, and escalate complicated cases to the engineering team, as needed.
Lead new product launches.
Develop channel technical competencies through tech training and inform stakeholders of key technical updates.
Provide regional and global field service and call center support, as required.
Answer customer phone calls and respond to customer emails within defined Service Level Agreements (SLA’s).
Troubleshoot and repair technical problems with the user’s equipment via telephone, email, remote diagnostic tools, and onsite customer visits.
Provide remote and onsite customer installations and training.
Create and maintain support cases as per defined Standard Operating Procedures (SOP’s).
Coordinate shipment of replacement/repair and loaner units.
Manage assigned service parts inventory and perform required transactions as per SOP’s.
Follow up with all open customer cases and issues to ensure timely and satisfactory resolution.
Escalate critical customer technical cases that need next level of Tier involvement as per SOP’s.
Complete assigned customer related projects.