Summary/General Job Description: To act as the company representative for the digital business providing technical service for the installation, troubleshooting, and repair of equipment to our customers.
Provide technical support for customers, mainly in USA and Canada
Acquire in depth product and technology knowledge
Install, maintain, and service mechanical & electronics of machines at customer site
Train new customers on operations and maintenance
Provide on-site trouble shooting, repairs and solutions
Provide online phone and email support
Software and hardware updates and upgrades
Attend annual trade shows
Support Sales team in sales process of selling to new prospect or existing customers
Deal with escalated situations and high-profile customers
Meet or exceed goals and objectives
Any other task as assigned by Supervisor or North American Sales Manager
Maintain compliance with Ferro’s Code of Business Conduct, policies and procedures, management systems, and all applicable Environmental, Health, Safety other regulations
Act according to Ferro’s Values & Behaviors
Bachelor’s degree in mechanical or electronics engineering with > 2 years’ experience or equivalent combination of education and experience.
Background in the digital printing industries is a plus
Diverse technical capabilities
Experience in servicing, repair, and installations of other products
Excellent interpersonal, listening and presentation skills
Strong communicator and effective problem solver
Customer focused with outstanding follow up skills
Self-motivated, works independently and remotely without daily direction
Ability to make independent judgments relating to the repair and application of the product and can suggest updates and revisions to policy and procedures as needed
Proficient computer skills in Microsoft Word, Excel, PowerPoint and Outlook. Knowledge in Illustrator and Photoshop is a plus
Languages: English, Spanish and other language skills are a plus
This position requires 50%-70% travel per calendar year (around 180+ days) within USA, Canada and occasionally to other destinations such as Latin America, etc. The employee must live within approximately 30 miles of an international airport and airline hub to enable flexible travel arrangements. Ideal Locations North East USA, Midwest USA, Southwest USA
Environmental, Health & Safety Requirements: This position shall maintain compliance with all Federal, State and Local Environmental, Health & Safety Regulations, at all times. The employee in this position shall maintain compliance with all Ferro Safety Standards as well as EHS rules/requirements of the site at all times.
North Smithfield, US
It is the policy of Ferro to promote equal opportunity and access in all matters affecting employment with the Company. Ferro is committed to providing employment opportunities without regard to race, color, religion, national origin, gender, marital status, age, disability, veteran status, sexual orientation, genetic information or any other category protected by applicable law. This policy shall be applied to each facility of the Company.