Global Support Engineer

The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Agfa Inkjet Solutions, a division of the Agfa-Gevaert Group, specializes in innovative inkjet printing technologies for a wide range of industries, including commercial printing, packaging, textiles, and industrial applications. The company offers high-quality digital printing systems, including hardware, ink, printheads, and software, designed to deliver precise, vibrant results across various materials. Agfa emphasizes sustainability with eco-friendly ink formulations and efficient, cost-effective solutions. With a strong focus on research and development, Agfa Inkjet Solutions continues to lead in advancing printing technology, providing businesses globally with cutting-edge, environmentally conscious printing systems.

We are looking for a global product support specialist to join our growing team. You will provide expert technical guidance and support when highly complex issues arise that have a major impact on customers, dealers, service engineers, service management, manufacturing and Engineering.

Excellent analytical and problem-solving skills. Ability to rapidly absorb & implement new technologies and procedures (hardware & software). Passion to provide outstanding service with personal initiative, attention to detail and commitment to quality.

Able to travel to customer sites throughout US & Canada varying 40-80% depending on Business needs. Strong communication skills to contribute to Local competence centre (remote diagnostics & phone support)

Location:

• USA or Canada

What You'll Do:

• Incumbent will be asked with little notice to assist with problem customer sites and to stay with the problem until it is solved.
• Support Manufacturing and Engineering with technical support when new inks and hardware are introduced.
• Work with field service zone managers to identify and react to issues.
• Provide second and third level support for WW.
• Document escalations, follow-up with the assignee to assure prompt action.
• Develop and distribute documentation for training and troubleshooting to improve skills of service engineers.
• Perform Trade show & demo support.
• Advise the organization as it relates to competitive threats and industry trends.
• Support workflow solution and have complete ownership of the system.
• Proficient with latest remote diagnostic & admin (teamviewer, Jira, Ms dynamics)
• Develop training program, documentation to support regional teams.
• Develop business crucial spare parts listing.

Who You Are:

• Degree or Diploma in electrical and mechanical applications.
• hands on experience with complex electronic controlled mechanical systems.
• Leadership experience as a manager or team-leader.
• Customer service experience dealing with difficult situations.
• Print quality knowledge
• Understanding of competitive equipment and performance
• Understanding of final output and end-user expectations
• Ability to lead and guide colleagues.
• Strong mechanical and technical background.
• Color management / Workflow Support/ Application Support experience.
• OS / Network configuration

Our Values:

• Own It(I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams' benefits)
• Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

AtAgfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.