Dp Field Service Engineer Barcelona

hace 2 meses


Barcelona, España Domino Printing Sciences A tiempo completo

**BACKGROUND**

**KEY RESPONSIBILITIES**

(Woman or man) Provide field service for Domino Digital Printing equipment in your local channel and throughout EMEA, Russia, South America (engineer location depending)
- Ensure Domino Digital equipment performs to specification and customers expectation
- Diagnose, troubleshoot and repair Domino supplied equipment
- Carryout preventative maintenance to maximise uptime in line with equipment specifications
- Carryout any hardware and software updates on the customers equipment as required
- Communicate with the customer on all call related activities including scheduled arrival time, scheduled calls and deviations which may occur
- Provide phone/remote support to customer as and when required
- When required be included in a rotational after-hours, weekend, and holiday call
- Be available and responsive to answer queries from internal customers regarding fundamental, technical changes, updates and issues
- When required work with the Project and Installation team to ensure new equipment installations are finalised in time and to specification
- Implement and advocate Domino Health & Safety working practises and machine safe installation standards.

Complete administrative duties as requir
- Maintain accurate service records in ServiceMax, including customer contacts, machine configuration, service reports, etc
- Ensure 100 % customer satisfaction by having customer signature on all service visit reports
- Provide accurate timesheets each week
- Submit accurate expense reports in a timely fashion each week

Provide customer management through commercial awareness, focusing on retention and growth
- Initiate proactive action on behalf of the customer.
- Provide closed-loop feedback on all escalated actions.
- Provide timely response to internal and external customers.
- Develop customer relationships that breed customer loyalty
- Actively promote the features and benefits of Domino products and aftermarket range
- Understand the customer’s needs and aligning Domino resources to deliver value.

Contribute positively and proactively to the Domino teams
- Collaborate actively with Sales and the internal organisation
- Contribute positively to the development of the Digital Printing organisation
- Always represent Domino in a professional manner

Works comfortable in a remote environment
- Self-motivated/organized, and operates without the need for direct supervision/guidance
- Perform all administrative work-related tasks in a timely manner.
- Manage Domino parts inventory for accuracy and return replaced parts on time

Other Ad Hoc Duties as assigned
- Provide effective communication to functional relationship groups.
- Provide customer training when needed
- Support trials of Domino equipment to prospective customers.
- Carry out demonstrations of Domino equipment supporting the Sales teams
- Fully participate in company meetings including department specific meetings
- Other ad-hoc projects as required

**DELIVERABLES**
- Improve customer experience (KPI: Service NPS and complains tracking)
- Minimize customer downtime (KPI: On Site Response Time, First Time Fix Rate).
- Return visit rate (KPI: Mean Time Between Failure)
- Lead Generation
- Understand business costs and identify opportunities to refocus and minimize waste (KPI: install duration, utilisation, travel cost)

**CORE REQUIREMENTS**
- Degree or equivalent in relevant engineering background preferred
- Proven troubleshooting skills with the ability to provide a logical and analytical approach
- Demonstrates ownership of issues
- Contributes beyond own function
- Customer-centric
- Technically astute
- Stress tolerant
- Multi-lingual - English plus a second language.
- Able to travel internationally

**SUCCESS DIFFERENTIATORS**
- Technical working experience within the label (Digital) printing industry
- Understanding of DOD Digital Printing technology
- Understanding of inkjet printing technologies
- Understanding of PC-based variable data controllers, workflow and data ripping systems
- Positive, hands-on attitude.
- Attention to detail
- Team player that can work independently and perform under pressure.
- Emotionally intelligent
- Highly accountable


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