Product Support Specialist - Industrial Printers

Durst Image Technology has been an industry leader in Digital Imaging for over 80 years. Established in 1936, Durst is a fast-growing company based in Rochester, NY USA that sells and services large format, label, and corrugated ink jet printers in North America. Our customers are commercial service providers and industrial enterprises, with products requiring a printed surface design.

Why you'll want to work here

People LOVE it here. "This is the best job I've ever had!" is a common refrain. We are a financially strong, growing company with products and technology that are on the cutting edge of the digital printing market. The work environment is a fun and interesting juxtaposition of laid back (you are encouraged to learn, ask questions, make mistakes and suggestions, and bring your personality to work) and hardworking (everyone eagerly works together in a shared commitment to deliver outstanding products and service to our beloved customers). You can ask literally anyone in the company for help with anything and they are more than happy to assist. Leaders are respected because they walk the walk. Durst prides itself on continued personal and professional development and treating employees like family. AND - we just moved into a brand new headquarters building with lots of space and modern amenities!

The work culture here is the best I've ever had. People actually seem human and management is not sitting in an ivory tower, there is transparency. I believe in our products and support because I know it's our team that is behind the scenes making things happen.

-Product Support Technician at Durst

About your product line

You will be dedicated to our SPC product line, which includes the largest machines that Durst manufactures. For more information on the Delta SPC 130 corrugate printer, please visit our website.

Why you'll want to be in this role

You'll be joining the highly esteemed Technical Assistance Center (TAC): a team of talented, energetic, and mechanically inclined people in a close-knit and collaborative setting. No two days are ever the same! This position is a mix of working close to home and traveling to customers to keep your skills sharp and be the hero. You get to provide customer and colleague support via phone, computer, and video services, focusing on machine installation, repair, and technical support for our cutting-edge industrial printers.

To accelerate your learning curve, Durst provides extensive and technology-specific training classes on the equipment you'll be supporting. Training will be at our brand new Rochester, NY headquarters where you will be based and at customer sites throughout the US and Canada.

People who are mechanically inclined tend thrive in the Product Support role here; here are some examples of the skills and hobbies we find typical in our Product Support employees:

• RC Car and Planes

• Robotics experience

• Automotive repair

• Motorcycle rebuild and repair

• Bicycle building/repair

• Small engine repair

• Heavy equipment Repair

• Automation machine repair

• Mechatronics students

• Machine assembly or repair

• Marine mechanics

What you'll be doing

For those accustomed to traditional job description-type postings, here are some specific responsibilities you'll have in this role:

• Provide telephone and onsite field support to troubleshoot and repair difficult equipment problems. Maximize Durst equipment uptime through timely response and effective/efficient repair and maintenance to ensure high levels of customer satisfaction.

• Lead new machine installation and field upgrade implementation.

• Communicate and interact with customers, sales and other service counterparts in a positive, courteous, and professional manner and always present a professional image to Durst customers.

• Act as information focal point for product performance and quality considerations.

• Justify, document, and coordinate product/software corrective actions with Product Management team.

• As a subject matter expert, contribute to and support training sessions for field personnel. Execute printer retrofit/Upgrades as directed by Product Management team.

• Provide documentation to field personnel on upgrade information.

• Provide technical information for support of new customers and sales team.

• Coordinate, develop, and implement all service-related dimensions in support of existing and new products. Including but not limited to:

• Identify and request spare parts and special tools to support product. Also recommend parts storage, handling and shipping procedures. Test parts and ensure current procedures are effective to guarantee our spare parts are 100% functional.

• Compile and analyze feedback from field regarding product performance problems and possible improvements. Relay this information to Product Management team.

• Develop necessary documentation to support quick problem resolution and general preventive maintenance by technicians and customers.

What you bring to the table

To be considered for this position, you must have all of these minimum qualifications:

• Heavy, industrial equipment maintenance knowledge/experience

• Installation/support experience - phone support and/or onsite as field tech/engineer

• Willingness to travel as needed, typically up to 75% of the time (or more during your initial training period) - mostly overnight travel via car and plane throughout USA & Canada

• Highly motivated with strong sense of urgency

• Great attitude and eagerness to learn; high level of curiosity, takes good notes, asks good questions

• Resourceful and self-sufficient

• Very reliable with proven history of consistent attendance

• Strong mechanical aptitude and good dexterity

• Excellent communication and customer service skills

• Proficient computer skills

• High school diploma or equivalent

• Experience or training within some form of mechanical discipline

• Valid driver license and willingness to do pre-employment drug and criminal background checks

• Ability to safely lift up to 50 pounds and push, pull and reach for boxes and parts weighing up to 50 pounds

Bonus points for these nice-to-have but not required qualifications:

• Familiarity with reading schematics and wiring diagrams

• Hands-on experience with hand tools

• Previous experience in printing or related industry

• Experience working on very large machines