Job Description

Job Description

Position Overview:

The National Technical Support Engineer is responsible for providing technical support and training on a national basis. As the technical specialist, he/she is the go-to person during installations, modifications, and escalations for all Böwe product lines. He/she is the second line of support on all hardware and software upgrades, maintenance, and emergencies. The TSE is responsible for investigating and resolving customer reports of technical issues with equipment, and eliminating future operational or service difficulties for customers.

Essential Job Functions:

• Provides on-site technical assistance to help troubleshoot and repair equipment in a reasonable amount of time. Provides a communication link between the customer and Director of National Technical Support to help ensure that effective service is provided to all involved parties.

• Provides direct support to customers and Böwe service personnel on all Böwe products; guides and supports customer service engineers; provides training on Böwe products to the customer and technicians as necessary.

• Provides second tier troubleshooting on hardware and software problems within specified product lines in conjunction with local customer service engineers; providing technical assistance via phone or at customer sites.

• Creates and maintains Product Performance Reports; developing and presenting recommendations on short and long term problem resolutions; maintains a Field Problem log /listing for supervisors and customers; recommends improvements to product design, and keeps management informed of any customer or equipment hardware and software concerns. Provides weekly written feedback about site performance and site issues and maintain site performance reporting.

• Provides expert level technical support during new product installation and field conversions or modifications by installing, performing system evaluations and machine validation.

• Expands technical knowledge of CSE’s by assessing job skills; identifying training requirements; developing and presenting training classes in the field when needed.

• Enhance technical knowledge for service personnel by creating, organizing, reviewing, and updating service documentation, bulletins, retrofit instruction, system machine schematics, etc.

• Responsible for delivering and facilitating technical training regarding use and maintenance of old and new Böwe product lines; conducts job task, and training needs analysis at the customer site for customers and service personnel. Regarded as a product specialist.

• Actively interface with our parent Böwe Systec GmbH Augsburg (BSA) on technical and development issues.

• Fosters positive relationships by communicating with customers and the local teams; responding to complaints/inquires in a cooperative, supportive, and professional manner; negotiating problem resolution; resolving problems in a timely and efficient manner; acting as liaison between the customers, field service, engineering, manufacturing, quality assurance, and other departments within the company to resolve problems. Keeps service team members and customers informed of on-site arrival times, etc.

• Provides emergency customer assistance, responds to emergency and non-scheduled calls for service within established response time goals. Perform off-hour tasks if the need arises, per customer schedule and/or request

• Contributes to the team/work group efforts to provide the highest quality of support to the customer by assisting/ supporting in preventive maintenance completions, installations, complex repairs, field changes, upgrades, moves/relocations, and other related tasks in a cooperative/supportive manner.

• Other items / duties to jointly be developed when the need arises

• Adhere to all of customer’s policies and procedures, including their safety protocols, employee conduct, confidentiality requirements, etc.

Qualifications or Skills Required:

• Associate degree or equivalent experience in technical field with 5+ years of advanced mechanical/electronic/software training in mail processing equipment experience required.
• Associate degree or equivalent in digital electronics, networking, or related field. Must be an expert in use and maintenance of all Böwe product lines.
• Excellent analytical, problem solving, and troubleshooting skills, ability to read and interpret technical drawing and documentation, good project management skills.
• Strong interpersonal/customer relations’ skills, clear verbal and written communications
• Proficiency on PC multiple operating systems. Excellent computer skills: Windows, Windows Server, Word and Excel, Project, DB2, HTML, Domain, and the ability to work under minimal supervision and lead project teams.
• Ability to layout, maintain, and troubleshoot Networks as they relate to Böwe product lines as well as other product lines covered by Böwe.
• Must have extensive experience with Bowe products or equivalent
• Possess strong electromechanical skills and problem solving/troubleshooting abilities
• Must have the ability to respond and adjust to changing or new situations. Work well in high stress environments and maintain professionalism in dealing with customers and co-workers. Needs to be a self-starter and have the ability to work in unsupervised settings.
• Must be able to troubleshoot mechanical, electronic, and operational aspects of machines. Responsible for machine service and concentrates on problem solving and preventative maintenance. Excellent customer service skills.
• Ability to make travel arrangements within company policy guidelines and in the most cost effective and time efficient manner possible. Travel arrangement will include: hotel, car rental and airline flights
• This position will travel up to 75% of the time. Schedule needs to be flexible to accommodate customer’s schedules. Willing to work outside normal business hours as job dictates. May be required to do shift work and/or extended hours.