Industrial Printing Hardware Support Engineer

RESPONSIBILITIES:
Kforce has a client that is seeking an Industrial Printing Hardware Support Engineer in Alpharetta, GA. This role provides best in class Engineering remote support diagnoses for external and internal customers operating Indigo Digital Press Machines.

Summary:
In this role, you will create and maintain effective customer relationships to ensure customer satisfaction by providing firsthand resolution to highly complex technical in nature malfunctions. The candidate should maintain knowledge of leading-edge technologies and actively contribute to technical knowledge portfolio by providing information ranging from technical knowledge to methodologies based on experience gained from customer engagement.

Responsibilities:
* Responsible for implementing part or all the technical solutions to the client, in accordance with an agreed technical design and following the Remote Technical Support processes
* Remote resolve technical issues from end user's contacts and proactive notification systems (Predictive Press Care), which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs and technical aspects in general
* Integration between different departments in the company to provide End to End professional complete solutions to the customers - customer service oriented
* Trigger an onsite interaction (parts and/or field dispatch) if the issue cannot be fixed remotely. Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer)
* Provide ongoing ideas on improvement in the field of remote Engineering
* Integrate technical knowledge and business understanding to create solutions for customers

REQUIREMENTS:
* High School diploma/GED, College degree in a technical field - preferred
* Preferred: Minimum three (3) years of customer service
* Preferred: Experience with digital press machines; Indigo series top preference
* Experience in a customer-facing role (onsite support, remote support or similar) will be valued
* Excellent verbal and written communication skills to interact with customers
* Advanced Software and hardware knowledge of computing, storage and peripheral devices
* Has sufficient depth and breadth of technical knowledge to be individually responsible for carrying out any remote technical support
* Understanding customer needs and setting the right priorities for each case
* Demonstrates the use of consulting skills including questioning, listening, development ideas
* Owns and produces customer documentation; Ability to translate technical details into concise and easy to follow steps
* Strong analytical and remote troubleshooting skills: solid diagnosis skills with ability to remotely collect and manage information and translate customer faced symptoms into a product issue
* Ability to perform while under high-pressure situations
* Ability to understand & analyze an issue or problem to develop & implement a corrective action plan
* Able to communicate with internal management confidently and demonstrate professionalism

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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