Job Description

The Field Service Engineer at Xeikon is a key player in delivering outstanding technical support to our valued customers. Focused on diagnosing and resolving hardware and software issues, the Field Service Engineer ensures peak performance of Xeikon products through preventative maintenance, equipment repair, and collaborative problem-solving. Repair and collaborative problem-solving. This role demands not only a strong technical background but also excellent time management skills for efficient service delivery. Additionally, the position involves adept administration to maintain accurate service records and documentation.

Responsibilities

• Diagnose, troubleshoot, repair, and maintain Xeikon equipment and related hardware and software systems at customer locations.
• Perform preventative maintenance, equipment inspections, upgrades, and installations to maximize equipment performance and reliability.
• Respond to customer service requests and resolve technical issues in a timely and professional manner.
• Escalate unresolved technical issues to Technical Support Services (TSS) and collaborate to achieve resolution.
• Maintain accurate service documentation, including labor hours, activity logs, machine status updates, service reports, and return material authorizations (RMAs).
• Communicate effectively with customers regarding service activities, equipment status, estimated arrival times, and resolution plans.
• Manage service parts inventory, including ordering, tracking, and processing returned materials.
• Complete required technical training and maintain current knowledge of products, software, and service procedures.
• Accurately complete timecards, expense reports, and other administrative requirements within established deadlines.
• Travel extensively to customer locations to provide onsite service, maintenance, installation, and support.
• Maintain a safe work environment and comply with all company, customer, and regulatory safety requirements.
• Participate in after-hours, weekend, and on-call support as required to meet customer and business needs.
• Build and maintain positive customer relationships through professional service and effective communication.
• Perform other duties and responsibilities as assigned.

Qualifications

• High School Diploma or GED required.
• Associate Degree, technical certification, or equivalent experience preferred.
• Experience servicing digital printing presses, production equipment, or related industrial machinery is highly preferred.
• Strong technical aptitude with the ability to diagnose and resolve complex electrical, mechanical, hardware, and software issues.
• Knowledge of the printing, packaging, or graphic arts industry is a plus.
• Excellent customer service and communication skills with a professional, responsive, and solution-oriented approach.
• Ability to build and maintain strong customer relationships while representing the company in a professional manner.
• Strong problem-solving, analytical, and organizational skills with a high attention to detail.
• Ability to work independently, prioritize multiple tasks, and manage time effectively in a fast-paced environment.
• Proficiency with Microsoft Office applications, email, and service management software.
• Willingness and ability to travel extensively, including overnight, domestic, and international travel, up to 100% of the time.
• Flexibility to work varying schedules, including weekends and participation in on-call support rotations as needed.
• Valid driver's license with a satisfactory driving record.
• Ability to lift up to 100 pounds and safely work in manufacturing, production, and customer-site environments.
• Commitment to continuous learning through technical training, certifications, and professional development opportunities.
• Passion for delivering exceptional customer service and ensuring customer satisfaction through timely and effective service solutions.
• Ability and willingness to travel up to 100%, including overnight, domestic, and international travel.
• Ability to operate a motor vehicle and maintain a valid driver's license.