Job Title:  Field Service Engineer

Job Title: Field Service Engineer
Division/Department: Xeikon America
Summary of Position
The Field Service Engineer at Xeikon is a key player in delivering outstanding technical support to our valued customers. Focused on diagnosing and resolving hardware and software issues, the Field Service Engineer ensures peak performance of Xeikon products through meticulous on-site maintenance. Repair and collaborative problem-solving. This role demands not only a strong technical background but also excellent time management skills for efficient and safe service delivery. Additionally, the position involves adept administration to maintain accurate service records and documentation.
Major Areas of Accountability
·         Technical Support :
Ø  Keep Technical Support (TSS) updated on current customer interventions
Ø  Escalate to TSS support if an issue cannot be resolved within one hour.
Ø  Maintain effective part management, including handling Part Returns (RMAs).
·         Customer Experience:
Ø  Proactively communicate with customers regarding service issues and promptly address their concerns.
Ø  Keep customers informed about the current onsite ETA.
Ø  Collaborate closely with customers to understand their technical needs and challenges.
Ø  Ensure punctuality and leave the site in a better condition than upon arrival.
·         Administration
Ø  Provide detailed activity logs on troubleshooting, resolutions on SMAX
Ø  Ensure time cards are accurate and entered daily

Ø  Following training and self-development to grow towards an expert Print Consultant and trainer for Basic Operator and Maintanance.