Job Information
Durst Image Technology US LLC Product Support Specialist - Industrial in Rochester, New York
Order#: NY1495604
Product Support Specialist - Industrial
To accelerate your learning curve, Durst provides extensive and technology-specific training classes on the equipment youll be supporting. Training will be at our brand new Rochester, NY headquarters where you will be based and at customer sites throughout the US and Canada.
People who are mechanically inclined tend thrive in the Product Support role here; here are some examples of the skills and hobbies we find typical in our Product Support employees:
RC Car and Planes
Robotics experience
Automotive repair
Motorcycle rebuild and repair
Bicycle building/repair
Small engine repair
Heavy equipment Repair
Automation machine repair
Mechatronics students
Machine assembly or repair
Marine mechanics
What youll be doing
For those accustomed to traditional job description-type postings, here are some specific responsibilities youll have in this role:
Provide telephone and onsite field support to troubleshoot and repair difficult equipment problems. Maximize Durst equipment uptime through timely response and effective/efficient repair and maintenance to ensure high levels of customer satisfaction.
Lead new machine installation and field upgrade implementation.
Communicate and interact with customers, sales and other service counterparts in a positive, courteous, and professional manner and always present a professional image to Durst customers.
Act as information focal point for product performance and quality considerations.
Justify, document, and coordinate product/software corrective actions with Product Management team.
As a subject matter expert, contribute to and support training sessions for field personnel. Execute printer retrofit/Upgrades as directed by Product Management team.
Provide documentation to field personnel on upgrade information.
Provide technical information for support of new customers and sales team.
Coordinate, develop, and implement all service-related dimensions in support of existing and new products. Including but not limited to:
Identify and request spare parts and special tools to support product. Also recommend parts storage, handling and shipping procedures. Test parts and ensure current procedures are effective to guarantee our spare parts are 100% functional.
Compile and analyze feedback from field regarding product performance problems and possible improvements. Relay this information to Product Management team.
Develop necessary documentation to support quick problem resolution and general preventive maintenance by technicians and customers.
What you bring to the table To be considered for this position, you must have all of these minimum qualifications: Heavy, industrial equipment maintenance knowledge/experience Installation/support experience phone support and/or onsite as field tech/engineer Willingness to travel as needed, typically up to 75% of the time (or more during your initial training period) - mostly overnight travel via car and plane throughout USA & Canada Highly motivated with strong sense of urgency Great attitude and eagerness to learn; high level of curiosity, takes good notes, asks good questions Resourceful and self-sufficient Very reliable with proven history of consistent attendance Strong mechanical aptitude and good dexterity Excellent communication and customer service skills Proficient computer skills High school diploma or equivalent