Provides technical support, software scripting, solution integration, technical escalation management, and pre- and post-sales assistance for defined product lines. The role supports installations, testing, uptime, product quality, defect resolution, training, and coordination among Service, Engineering, Quality, and Manufacturing. It also contributes to quotations, statements of work, customer satisfaction, and product development support. Travel is estimated at 10% to 15%.
Job Summary & Responsibilities
POSITION SUMMARY
This role provides best-in-class technical service for defined product lines, supporting solution integration and delivery, technical escalations, and pre- and post-sales activities. The position is accountable for maximizing customer satisfaction while supporting the company’s financial performance.
CORE RESPONSIBILITIES
- Focus on software scripting, Output, and Enterprise Manager, with limited engagement involving CSRs or physical assets.
- Maintain a high level of equipment uptime through strong knowledge of products, systems, networks, and customer requirements, with the goal of maximizing customer satisfaction.
- Provide technical expertise for sales activities, including RFIs, RFQs, quotations, and statements of work, in accordance with company processes and policies and in support of sales and profitability targets.
- Support a broad range of technical product activities, including Try & Buys, installation of complex configurations, and beta testing, to support customer satisfaction and solution profitability.
- Serve as a liaison among Service, Engineering, Quality, and Manufacturing.
- Support product quality improvement and defect closure across product lines to help maintain world-class products.
- Provide technical training and support related training activities.
- Support Test Engineering activities for product development and product-related issues.
- Provide Danbury integration and refurbished module support as needed.
- Travel as required, estimated at 10% to 15%.
KEY CHALLENGES
Balance software development and technical support responsibilities, with the allocation varying by case, while maintaining a strong emphasis on scripting.
Preferred Qualifications
Minimum
- Proven engineering experience in mail or print technology.
- Strong written and verbal communication skills.
- Customer management and reporting skills.
- Ability to work within defined timelines.
- Ability to work independently with minimal supervision.
- Ability to train and coach others in technical skills.
Preferred
- Demonstrated leadership capability.
- A+, Network+, ONC, or HNC qualification; foundational networking knowledge; and advanced PC skills.
- Demonstrated experience in teaching, training, or employee development.
- Consulting skills, including effective listening, problem-solving, and facilitation.
$120k +
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