Digital Printing Technical Support Specialist

Polytec Personnel Ltd
06 Apr 2018
14 May 2018
Contract Type
Full Time
We are looking for a technical support specialist to provide product and application support for a range of products of a company based just outside Cambridge. You will be the first point of contact for field engineers in relation to technical queries and requests for assistance.


* Product and application support for the Digital Printing product range
* Provide a friendly and consistent service to the field engineers and end users
* Build relationships with the installation teams and service managers
* Provide regular updates to field engineers in relation to status of their call
* Work with the field engineers to provide accurate and detailed information when logging calls
* Ensure the escalation process is used by field engineers and internally in relation to technical queries
* Provide technical support to end users
* Provide an initial analysis of incoming requests after logging and ensuring all required detailed information collected from the end user / field engineer
* Work with the Technical Manager to assign requests to the appropriate second level support person
* Ensure escalation to Third level support if required
* Ensure all technical queries are tracked through to resolution
* Ensure that all requests (from field engineers, end users or internal customers) are professionally handled, scheduled and acted upon to completion
* Provide an escalation conduit to product suppliers both internally and externally to help manage technical issues
* Support product enquiries from Technical and Commercial teams
* Use and update the Knowledge Base to facilitate sharing of knowledge
* Ensure all work and analysis in relation to technical request is documented
* Facilitate reporting of technical queries and carry out statistical analysis to understand trends
* Review the data held within the Helpdesk Tool for accuracy and identify areas for correction / improvement
* Work with the Technical Manager to produce effective and accurate reporting from the Helpdesk Tool to understand trends in the data
* Use initiative in relation to monitoring and analysing the types of issues reported in order to discover areas to improve, problems in the tool and / or processes
* Provide support to the technical team during the development, validation and introduction of new product enhancements
* Outline, manage and undertake any tests or validation required to prove a products viability, compatibility and performance
* Work with other members of the technical team to ensure standardisation all documentation and procedures
* Provide feedback to assist in the continuous development of products
* Provide expertise in existing and future digital printing products
* Produce, approve and release technical documentation


* Degree or equivalent in relevant engineering background preferred
* HNC / HND would be considered for highly experienced candidate
* Over five years of previous experience within inkjet
* Technical support experience
* Technical experience in the Digital inkjet printing industry
* Experience of dealing with and solving complex technical issues
* Ability to manage the expectations of field-based staff and customers
* Involvement with the introduction of new products to the field
* Knowledge of Inkjet, Inks, Curing, Surface tension interaction and substrates is preferable
* Multi-lingual - English plus a second European language (Ideally French or German)
* Demonstrate a fundamental understanding of inkjet
* Ability to communicate internally with peers and managers
* Articulate - able to explain a technical issue at the level appropriate for the user
* A passion for Customer Service
* Attention to detail
* Proficient with Microsoft Products including Windows and Office to a high level
* Ability and keenness to learn new Tools and Applications
* Competent in relation to prioritising and planning a varied workload
* Report writing
* Customer focused
* Team player that can work independently
* Can work under pressure
* Demonstrates ownership of projects and issues
* Positive, Hands on attitude
* Patient

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