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Press Hardware RSE

Company: Kforce Technology
Location: Garden City
Posted on: January 24, 2023

Job Description:

Kforce has a client that is seeking a Remote Press Hardware Engineer - HW Indigo.

The Press Hardware Engineer will document case history and interactions with customers in Press's Service Center (Issue, Customer Inputs, Data gathered, Troubleshooting performed, Diagnostic, Parts Dispatched, Contacts/Follow-ups with customers, etc.); Ensure proper handover to the field if needed; Prepare FSE prior to the visit, updating case notes and systems.

Duties Include:

  • Support Engineer will provide best-in-class Engineering remote support diagnoses for digital presses for external and internal customers
  • Remote resolve technical issues logged by the customers or proactive notification systems (Predictive) which includes product features, specifications, parts info and compatibility, maintenance routines, educational programs, and technical aspects in general
  • Responsible for implementing part or all the technical solution to the end user, in accordance with an agreed technical design and following the Remote Technical Support processes with all troubleshooting steps performed
  • Integration between different departments in the company to provide End to End professional complete solutions to the customers - customer service oriented
  • Trigger an onsite interaction (field dispatch) if the issue cannot be fixed remotely; Proper diagnosis and parts identification are key to ensuring proper handover to the FSE (Field Support Engineer)
  • Main Metrics to measure Remote Support Engineer contributions are Customer Satisfaction, Diagnostic Accuracy, Dispatch Rate, and Efficiency
  • Provide ongoing ideas on improvement in the field of remote Engineering
  • Provide after-hours support based on entitlement (team rotation)

Keywords: Kforce Technology, Boise , Press Hardware RSE, Other , Garden City, Idaho

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