To provide a best-in-class service on defined product lines for internal and external clients. Solution integration, solution delivery, technical escalations, and pre and post-sales support activities that maximize customer satisfaction and corporate financial performance.
Accountabilities
- 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 maximize company profitability.
- Maintains high level of equipment up time through knowledge of products, systems network, and customer requirements with a view to maximizing customer satisfaction.
- 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.
- 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.
- Provides a link between the service department, engineering, Quality, and Manufacturing
- Supports product quality and defect closure across all product lines to maintain world class products
- Provides technical training and support to training activities
- Support of test engineering functions on product development and product issues.
- Danbury integration and refurbished module support as needed
- Travel is a mandatory requirement which can exceed 70% of standard working hours.
Essential
- 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
Desirable
- 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.
Key Challenges
- Supporting a culture and behavioural shift amongst the CSR communities to move from a break/fix mind-set to a continuous improvement and trusted partner with clients.
- Supporting the upskilling of the CSR workforce.
Pay Range
TBD
Skills Required
- Proven engineering experience in mail or print technology
- Written and verbal communication skills
- Customer management and reporting skills
- Ability to work within defined timelines
- Ability to work independently with minimal supervision
- Ability to train and coach technical skills
- Demonstrable leadership capability
- A+ or Network+ certification, or ONC/HNC qualification
- Basic networking and advanced PC knowledge
- Experience in teaching, training, or development
- Consulting skills, including effective listening, problem solving, and facilitation
What We Do
BlueCrest provides comprehensive data-through-delivery technology solutions, changing how business is done within the postal and parcel industry, and eCommerce. Building upon its long history of innovation and deep industry knowledge, BlueCrest partners with its worldwide client base delivering efficient results and continuous service excellence. Through both internal development and acquisition, including BCC Software, BlueCrest provides best-in-class solutions which include production-level inkjet printers, inserters, sorters, parcel automation, postal optimization, and productivity improvement software. All of this is supported by a global service organization to include professional services. Headquartered in Danbury, Connecticut the company employs over 1,600 people worldwide and has a rich culture of innovation, collaboration, accountability, resourcefulness, and enthusiasm. Visit www.bluecrestinc.com to find out more.
