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Production Ink Jet Color Lead Engineer - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Little Rock, AR Little Rock, Arkansas |
About this job
This posting is located in the Jonesboro, Arkansas area.
Production Ink Jet Lead Engineer (PIJLE) position
Purpose Of Position: To facilitate the achievement of customer satisfaction through effective customer expectation setting and coordinating the resolution of technical problems and issues. To support the achievement of the technical factors through direct support to the Xerox PIJ customer. This position works directly with the Production Ink Jet Customer Technical Support (PIJCTS) who is the focal point for an assigned Continuous Feed PIJ account and an integral participant in the escalation process.
Title: Production Ink Jet Lead Engineer (PIJLE)
Grade / Job Code: 3L4 / A04
Duties and responsibilities for the Production Ink Jet Lead Engineer:
The PIJLE will work with Xerox PIJ customers to schedule preventive maintenance and service coverage to support customer's production schedules. The PIJLE will diagnose and repair complex problems that occur in the PIJ system and 3rd party devices which are covered by PFSMA. The PIJLE will diagnose, repair and resolve preprint work flow, printing and/or post processing work flow problems on Xerox installed solution including image quality problems to customer workflow, network, or applications causes and escalate to the Continuous Feed Service Support Center, Analyst, or the Account General Manager (AGM) as appropriate.
* Facilitate resolution of all customer RIP and system software issues in a timely manner, engaging the necessary resources as required to satisfy contracted customer SLA.
* Support resolution of complex print engine hardware issues, engaging the necessary resources as required satisfying contracted customer SLA.
* Support the resolution of complex Network / Connectivity / Application issues, engaging the necessary resources as required to satisfy contracted Customer SLA.
* Support resolution of pre/post processing device issues (when under PFSMA), engaging the necessary vendor resources as required to satisfy contracted customer SLA.
* Participate in customer service expectation setting and implementation planning.
* Knowledge of customer's work flow, from sending data to the DFE to the finished SLA.
* Review poor performing machine data and develop corrective action plans.
* Provide support to all Production Ink Jet technical escalations and facilitate resolutions.
* Perform other territory responsibilities and product activities as established by ASM.
* Participate with L2 technical knowledge transfer initiatives that ensure customers receive optimal value from their Xerox services and solutions.
* Coordinate learning opportunities for local support team to ensure optimum resolution of reliability performance issues.
* Prioritize all customer concerns with a sense of urgency and communicate to all stakeholders in a consistent and timely manner.
* Responsible for technical skill validation to enhance team proficiency.
* Responsible for completing mandatory upgrades (i.e. retrofits), software releases and licenses etc.
* Responsible for maintaining on-site tools and parts inventory using LSS tools (5 "S's")
The PIJLE must be able to work independently to identify, diagnose and resolve customer technical issues. The PIJLE is a significant contributor to the achievement of Total Customer Satisfaction.
Qualifications Experience and Skills
The PIJLE must be able to work independently to identify, diagnose and resolve customer technical issues. The PIJLE is a significant contributor to the achievement of Total Customer Satisfaction.
* Demonstrated effective written and verbal Communication Skills (needed for Expectations Setting and Technical Problem Set Communication).
* Demonstrated effective Interpersonal Skills (needed for Customer problem resolutions & Sales interaction).
* Advanced color skills and demonstrated technical leadership.
* Ability to install and support ongoing maintenance of high-end (RIPs) Digital Front Ends (hardware and software) on the customer network.
* Role model for leadership through quality behaviors.
* Demonstrated ability to maintain skills current with technology changes i.e. production ink jet electromechanical, and Free Flow.
* High degree of trouble shooting and problem solving skills.
* Ability to diffuse highly sensitive and volatile situations.
* Highly desired experience in Continuous Feed Product Service Support.
Required service experience in Production Color Product Service Support.
Production Ink Jet Lead Engineer (PIJLE) position
Purpose Of Position: To facilitate the achievement of customer satisfaction through effective customer expectation setting and coordinating the resolution of technical problems and issues. To support the achievement of the technical factors through direct support to the Xerox PIJ customer. This position works directly with the Production Ink Jet Customer Technical Support (PIJCTS) who is the focal point for an assigned Continuous Feed PIJ account and an integral participant in the escalation process.
Title: Production Ink Jet Lead Engineer (PIJLE)
Grade / Job Code: 3L4 / A04
Duties and responsibilities for the Production Ink Jet Lead Engineer:
The PIJLE will work with Xerox PIJ customers to schedule preventive maintenance and service coverage to support customer's production schedules. The PIJLE will diagnose and repair complex problems that occur in the PIJ system and 3rd party devices which are covered by PFSMA. The PIJLE will diagnose, repair and resolve preprint work flow, printing and/or post processing work flow problems on Xerox installed solution including image quality problems to customer workflow, network, or applications causes and escalate to the Continuous Feed Service Support Center, Analyst, or the Account General Manager (AGM) as appropriate.
* Facilitate resolution of all customer RIP and system software issues in a timely manner, engaging the necessary resources as required to satisfy contracted customer SLA.
* Support resolution of complex print engine hardware issues, engaging the necessary resources as required satisfying contracted customer SLA.
* Support the resolution of complex Network / Connectivity / Application issues, engaging the necessary resources as required to satisfy contracted Customer SLA.
* Support resolution of pre/post processing device issues (when under PFSMA), engaging the necessary vendor resources as required to satisfy contracted customer SLA.
* Participate in customer service expectation setting and implementation planning.
* Knowledge of customer's work flow, from sending data to the DFE to the finished SLA.
* Review poor performing machine data and develop corrective action plans.
* Provide support to all Production Ink Jet technical escalations and facilitate resolutions.
* Perform other territory responsibilities and product activities as established by ASM.
* Participate with L2 technical knowledge transfer initiatives that ensure customers receive optimal value from their Xerox services and solutions.
* Coordinate learning opportunities for local support team to ensure optimum resolution of reliability performance issues.
* Prioritize all customer concerns with a sense of urgency and communicate to all stakeholders in a consistent and timely manner.
* Responsible for technical skill validation to enhance team proficiency.
* Responsible for completing mandatory upgrades (i.e. retrofits), software releases and licenses etc.
* Responsible for maintaining on-site tools and parts inventory using LSS tools (5 "S's")
The PIJLE must be able to work independently to identify, diagnose and resolve customer technical issues. The PIJLE is a significant contributor to the achievement of Total Customer Satisfaction.
Qualifications Experience and Skills
The PIJLE must be able to work independently to identify, diagnose and resolve customer technical issues. The PIJLE is a significant contributor to the achievement of Total Customer Satisfaction.
* Demonstrated effective written and verbal Communication Skills (needed for Expectations Setting and Technical Problem Set Communication).
* Demonstrated effective Interpersonal Skills (needed for Customer problem resolutions & Sales interaction).
* Advanced color skills and demonstrated technical leadership.
* Ability to install and support ongoing maintenance of high-end (RIPs) Digital Front Ends (hardware and software) on the customer network.
* Role model for leadership through quality behaviors.
* Demonstrated ability to maintain skills current with technology changes i.e. production ink jet electromechanical, and Free Flow.
* High degree of trouble shooting and problem solving skills.
* Ability to diffuse highly sensitive and volatile situations.
* Highly desired experience in Continuous Feed Product Service Support.
Required service experience in Production Color Product Service Support.
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