Field Service Engineer

Flintgroup•Elgin, IL

58d

About The Position

The Field Service Engineer at Xeikon delivers technical support to customers by diagnosing and resolving hardware and software issues and helping ensure Xeikon products operate at peak performance. The role includes preventative maintenance, equipment repair, inspections, upgrades, installations, and collaborative troubleshooting. It also requires effective customer communication, time management, service documentation, inventory administration, and extensive travel to customer locations. The position may involve after-hours, weekend, and on-call support as needed.

Requirements

High school diploma or GED.
Strong technical aptitude and ability to diagnose and resolve complex electrical, mechanical, hardware, and software issues.
Excellent customer service and communication skills, with a professional, responsive, and solution-oriented approach.
Ability to build and maintain strong customer relationships while representing the company professionally.
Strong problem-solving, analytical, and organizational skills, with high attention to detail.
Ability to work independently, prioritize multiple tasks, and manage time effectively in a fast-paced environment.
Proficiency with Microsoft Office applications, email, and service management software.
Willingness and ability to travel extensively, including overnight, domestic, and international travel, up to 100% of the time.
Flexibility to work varying schedules, including weekends and on-call support rotations as needed.
Valid driver's license with a satisfactory driving record.
Ability to lift up to 100 pounds and safely work in manufacturing, production, and customer-site environments.
Ability to lift, push, pull, and carry equipment and materials weighing up to 100 pounds.
Ability to stand, walk, bend, kneel, climb ladders, and work in confined spaces for extended periods.
Ability to operate a motor vehicle and maintain a valid driver's license.
Commitment to continuous learning through technical training, certifications, and professional development opportunities.
Passion for delivering exceptional customer service and ensuring customer satisfaction through timely and effective service solutions.

Nice To Haves

Associate degree, technical certification, or equivalent experience.
Experience servicing digital printing presses, production equipment, or related industrial machinery.
Knowledge of the printing, packaging, or graphic arts industry.

Responsibilities

Diagnose, troubleshoot, repair, and maintain Xeikon equipment and related hardware and software systems at customer locations.
Perform preventative maintenance, equipment inspections, upgrades, and installations to maximize equipment performance and reliability.
Respond to customer service requests and resolve technical issues in a timely and professional manner.
Escalate unresolved technical issues to Technical Support Services (TSS) and collaborate to achieve resolution.
Maintain accurate service documentation, including labor hours, activity logs, machine status updates, service reports, and return material authorizations (RMAs).
Communicate with customers about service activities, equipment status, estimated arrival times, and resolution plans.
Manage service parts inventory, including ordering, tracking, and processing returned materials.
Complete required technical training and maintain current knowledge of products, software, and service procedures.
Complete timecards, expense reports, and other administrative requirements accurately and within established deadlines.
Travel extensively to customer locations to provide onsite service, maintenance, installation, and support.
Maintain a safe work environment and comply with company, customer, and regulatory safety requirements.
Participate in after-hours, weekend, and on-call support as required to meet customer and business needs.
Build and maintain positive customer relationships through professional service and effective communication.
Perform other duties and responsibilities as assigned.