Field Service Technician

Job Description

Job Description

CGS ORIS | AMERICAS is a leader in color workflow software, wide format printing, and imaging technology for the Graphic Arts industries. We work directly with industrial, commercial and packaging printers, plus marketing agencies, manufacturers and more to improve their print production workflows as it relates to wide format printing and color management. Our team supports all of North and South America, giving employees an opportunity to interact with a diverse group of clients while gaining exposure to all that the print and graphics industries have to offer. While working with our diverse portfolio, team members grow their knowledge of changing technology, industry standards, trends and more. Combining industry leading color management professionals with innovative new technologies places CGS ORIS | AMERICAS at the forefront of this ever-changing industry.

Job Overview

The Field Service Technician’s main function is to prepare equipment for sale, install equipment at customer sites, and perform hardware service. The Field Service Technician works closely with the sales and technical teams to ensure equipment is properly configured and tested in our dedicated facility prior to shipping. They also install equipment and train the customer on proper use. After installation, the Field Service Technician provides technical support to the customer, either remotely or on-site.

Reporting Structure and Department

The Field Service Technician reports to the Technical Services Manager and is a member of the Technical Services department. This position is based in the CGS ORIS | AMERICAS office in Plymouth, MN. They interface regularly with sales, customer service, and marketing teams.

Primary Responsibilities

The primary responsibilities of the Field Service Technician include, but are not limited to:

• Provide onsite, telephone, email, and/or web-based technical support, installation, and/or end-user training for company-sold, digital inkjet printing products.
• Repair hardware at customer sites and in the CGS ORIS facility.
• Collaborate with CGS ORIS sales staff to provide hardware technical details on products during the sales cycle and installation planning process.
• Collaborate with CGS ORIS marketing staff to provide hardware technical details on products during the production of marketing collateral.
• Demonstrate products and produce samples for potential customers.
• Perform chargeable print-for-pay and scan-for-pay services for customers.
• Produce and maintain necessary CGS ORIS standard operating procedure documentation for products. This includes pre-install planning, install and training, and customer-facing product guides.
• Crosstrain additional members of the Technical Services department on hardware products.
• Test, document, and report functionality of new hardware developments.

Additional Responsibilities and Duties

As part of the Technical Services department, the Field Service Technician works in collaboration with the rest of the employees in the Technical Services department to execute additional responsibilities and duties including, but not limited to:

• Provide onsite, telephone, email, and/or web-based technical support, installation, and/or end-user training for the following Company-sold products:
• • CGS ORIS | AMERICAS. software, ink, and paper
  • Metis scanning systems
  • Digital printing and material-handling systems
  • Other products added to the Company portfolio in the future
• Maintain detailed logs of the technical support provided in the Company online ticketing system.
• Assist Company marketing in the production of product sample kits and other marketing materials.
• Maintain and further develop procedures for the Company Demo Room, including regular proofer calibrations, consumables inventory management, and software structure management.
• Assist with planning, setup, staffing, and tear-down of industry events and trade shows showcasing product hardware and software.
• Promote sales of software maintenance plan renewals, hardware warranties, and other billable technical services.

Qualifications

The Field Service Technician role has the following qualifications:

• Three or more years of experience in field service and repairs, with a focus on digital printing technologies and equipment.
• Willingness and ability to travel an average of 50% of time, with some months up to 100%.
• Strong verbal and written communication skills.
• Ability to effectively communicate technical information.
• General understanding of computing, graphic arts concepts, and color management.
• Highly self-motivated, reliable, strong attention to detail, and ability to work independently.
• Top quality customer service attitude!

Benefits

• Competitive Salary. Salary will be commensurate with experience.
• Health/Dental/Life/LTD Insurance
• 401K and Profit-Sharing Plan

CGS Publishing Technologies International, LLC is a rapidly growing technology company in the graphic arts, industrial print and packaging industry. We are an international company headquartered in Minneapolis, MN, selling color management & hardware solutions throughout the Americas. We sell and support a wide range of color management software, inkjet printers, scanners, and related consumables.

Company Description

CGS Publishing Technologies International, LLC is a rapidly growing technology company in the graphic arts, industrial print and packaging industry. We are an international company headquartered in Minneapolis, MN, selling color management & hardware solutions throughout the Americas. We sell and support a wide range of color management software, inkjet printers, scanners, and related consumables.