Technical Field Support Engineer III Position Available In Grafton, New Hampshire

Job Description:

Works on highly complex issues where analysis of situations ordata requires an in-depth evaluation of variable factors. Exercisessound judgment in selecting methods, techniques, and evaluationcriteria for obtaining results. Networks with key contacts andfollows the prescribed (SOP) global escalation process whenrequiring assistance. Acts as the technical expert and advocate forthe customers’ application.

SUPERVISION

Works with little to nosupervision to determines the best methods and procedures on allassignments and may be called to support or lead the activities ofother personnel on project work or special assignments.

EXPERIENCE

Typically requires a minimum of 8 years of related experience witha Bachelor’s degree; or 6 years and a Master’s degree; or a PhDwith 3 years experience; or equivalent experience.

ESSENTIAL DUTIESAND RESPONSIBILITIES

• Maintains productive and positive technicalsupport relationship with the top tier set of strategic / keycustomers.
• Works as a team with Dimatix Sales and BusinessDevelopment to provide primary layer of customer interaction.
• Delivers a timely response to customer inquiries; follows throughon all tasks and action items.
• Conducts customer trainings, bothon-site and at Dimatix facilities as required.
• Assists in thedevelopment of technical support documentation, trainingliterature, and programs.
• Creatively analyzes complex, vague, anddifficult customer problems; arrives at logical conclusions orhypotheses.
• Works closely with global Customer Support colleaguesthrough the global escalation process to engage
• Engineering andother analytic resources for customer case resolution support.
• Communicates with other Dimatix departments as necessary andappropriate to respond to customer inquiries.
• Provides support toEngineering and Business Development through defined feedbackchannels to ensure customer product requirements are known and met.
• Participates in and/or leads teams for product specific problemsand development opportunities.
• Prepares Trip Reports on thestatus of customer products, issues, and opportunities for eachcustomer visit.
• Extensively travels to customer sites and Dimatixfacilities, occasionally on short notice.
• Travels to exhibitionsand provides support on product demonstrations, etc.
• Regularlytrains in Dimatix-NH to stay current with new products, processes,applications, technology, etc.
• Provides input to product planningand upgrade activities.
• Performs all required administrative workon-time and accurately: time sheets; expense reports; trip reports;etc.

QUALIFICATIONS

To perform this job successfully, anindividual must be able to perform each essential dutysatisfactorily. The requirements listed below are representative ofthe knowledge, skill, and/or ability required. Reasonableaccommodations may be made to enable individuals with disabilitiesto perform the essential functions.

REQUIRED

:

• Excellent customerinteraction skills
• Bachelor Degree and with a minimum of 6 yearsof related experience; or 5 years and a Master’s degree; or a PhDwith 3 years’ experience.
• Expert level understanding of digitalprinting technology.
• Advanced reasoning skills to analyze andsolve customer problems.
• Ability to work collaboratively acrossmany functional departments.
• Excellent written, verbal andpresentation skills; command of the English language.
• Strong mathand computational skills.
• Minimum 5 years of customer supportexperience, including 3 years of field service support.
• Abilityto educate customers on systems and trouble shoot problems.

DESIRED:

• Expert level understanding of Dimatix products and theirapplications
• High level knowledge of chemistry, EE/SW or fluidphysics

PHYSICAL DEMANDS

The physical demands described here arerepresentative of those that must be met by an employee tosuccessfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.

• This job isperformed primarily in a normal office environment, where the noiselevel is moderate.

During site visits the environment will includefactory floor time with higher noise levels. The job involvesstanding, walking, sitting, using hands and fingers, some reachingand the ability to lift up to 10 pounds.

WORK ENVIRONMENT

The workenvironment characteristics described here are representative ofthose an employee encounters while performing the essentialfunctions of this job. Reasonable accommodations may be made toenable individuals with disabilities to perform the essentialfunctions.

• Normal office environment
• Frequent travel tocustomer locations.
• May potentially handle hazardous waste inaccordance with the safe work practices defined in HazardousCommunication and Hazardous Waste training programs.

Initialtraining is required upon hiring status and every 3 yearsthereafter. Employees handling hazardous waste will insure thatwaste containers in their work areas are properly labeled anddated. Employees will ensure that waste containers are closed aftertransferring waste to them. Report any incidents involvinghazardous waste to supervisor.

OTHER:

• Other duties as may beassigned.
• Each employee’s primary objective is to assure that thequality, delivery and cost controls within his/her control meet orexceed all of our internal and external customers’ requirements.
• Each employee is required to abide by the Employee Handbook and therules and regulations explained and provided at each orientationand training session.

Special attention must be given to the safetyaspects of these documents