Senior Support Engineer
BlueCrest

Hartford, Connecticut

Posted in IT


Job Info


BlueCrest is a global, innovative leader in enterprise print, mail and customer communications. Our products include printers, inserters, sorters and parcel solutions-and a renewed commitment to innovative software and vote-by-mail solutions. We are proud to be an industry and market leader in the mail space.

Although our manufacturing headquarters is based in Danbury, Connecticut, we are a global company with clients and team members in over 18 countries worldwide, including an expansive field service team comprised of over eight-hundred specialized field service technicians.

Summary of Position

To provide a best-in-class service on defined product lines for internal and external clients. Solution integration, solution delivery, technical escalations, instructing technical classes, and pre and post-sales support activities that maximise customer satisfaction and corporate financial performance.

Accountabilities

  1. Provides technical support and expertise to Site CSRs with a particular emphasis on promoting best practice and ensuring consistency of process concerning supporting equipment to maximise company profitability.
  1. Maintains high level of equipment up time through knowledge of products, systems network, and customer requirements with a view to maximising customer satisfaction.
  1. Provides technical expertise to support sales activities and support the completion of RFI's, RFQ's, quotes and SOW's in accordance with company process and policy to support the delivery of sales and profitability targets.
  2. Supports a wide range of technical product activities including but not limited to Try & Buys, installation of complex configurations and beta testing to ensure customer satisfaction and solution profitability.
  1. Provides a link between the service department, engineering, Quality, and Manufacturing.
  1. Supports product quality and defect closure across all product lines to maintain world class products.
  1. Provides technical training and support to training activities.
  1. Support of test engineering functions on product development and product issues.
  1. Danbury integration and refurbished module support as needed.
  1. Travel is a mandatory requirement which can exceed 70% of standard working hours.

Minimum:

  • Proven engineering experience in mail or print technology
  • Written and verbal communication skills.
  • Customer management and reporting skills.
  • Ability to work within defined time lines.
  • Ability to work independently with minimum supervision.
  • Ability to train and coach technical skills

Preferred:

  • Demonstrable leadership capability.
  • A+N+ and or ONC / HNC, Basic Networking, Advanced PC.
  • Demonstrable experience in teaching, training or development experience.
  • Consulting skills including effective listening, problem solving and facilitation.



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