Applications and Workflow Support Specialist

AGFA

17d • Remote

About The Position

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.

The Applications and Workflow Support Specialist is responsible for providing a combination of onsite customer training and remote technical support on Agfa’s wide format inkjet printing solutions.

This role primarily involves performing training at customer sites across NAFTA, focused on demonstrating application, operation, and end-use of commercial inkjet printing printers and RIP software solutions.

This role includes some remote work focused on: installing, troubleshooting, and upgrading RIP software, guiding customers through product features, documenting product knowledge for departmental use and archive, escalating issues for further analysis by the HQ development team.

Requirements

• Bachelor’s degree in graphic arts, IT, Computer Science.
• 80% travel throughout US / Canada
• Experienced within the print industry or IT professional with demonstrated fluency using and troubleshooting Windows PCs.
• Fundamental to intermediate knowledge configuring and troubleshooting Windows networks.
• Prioritizing and tending to several inbound remote support requests in a timely manner considering contract status, M-F, 8AM-5PM or after hours (rotations).
• Methodically troubleshooting issues with Windows, workflow software, or printed applications.
• Providing ongoing Workflow and Application support to customers across North American install base.
• Externally offering world-class customer support/service to print service providers of varying scales: small, medium, large, corporate.
• Using strong verbal and written communication skills to translate technical problems and resolutions into knowledge internally, and externally.

Nice To Haves

• Knowledge and experience working with Inkjet prepress and production printing workflows an asset.

Responsibilities

• Perform on-site workflow software and equipment training, demonstrating best practices for customer-specific print applications
• Calibrate wide format inkjet printers to ensure consistent and repeatable color reproduction
• Consult with customers to identify areas of workflow improvements and operational efficiencies
• Share expert technical knowledge on various print applications with customers as a representative of Agfa
• Answer inbound calls from customers and provide real-time software support
• Remotely diagnose and troubleshoot software issues, guiding customers through step-by-step solutions
• Remotely install, configure, upgrade, and update workflow software
• Provide clear and concise instructions to customers, ensuring they understand the steps to resolve their issues, augment their understanding
• Escalate complex issues to higher-level support or the development team as necessary.
• Document customer interactions and technical issues in the support ticketing system.
• Follow up with customers to ensure their issues are fully resolved and provide additional support if needed.
• Create Standard Operating procedures for departmental use and archive
• Maintain an in-depth understanding of workflow software products and inkjet applications offered by the company.
• Maintain a moderate understanding of third-party workflow software products.
• Stay updated on new product features, updates, and changes.
• Communicate product improvements and feature requests from customers to the product development team.
• Educate customers on best practices for using the software, equipment
• Provide information on available resources, such as user manuals, online tutorials, and FAQs.
• Conduct occasional remote training sessions or follow-ups for customers to help them maximize the use of the software.
• Monitor the performance of the software in real-time and report any bugs or anomalies to the development team.
• Contribute to the development of support documentation and troubleshooting guides, knowledge resources.
• Work closely with other members of the support team to share knowledge and strategies for resolving common issues.
• Participate in team meetings and training sessions to enhance technical skills and customer service techniques.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level