Worldwide Service Cost Engineer

Kodak Alaris-posted 6 days ago

$80,000 - $95,000/Yr

Full-time • Mid Level

Rochester, NY

1,001-5,000 employees

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Kodak Alaris is a global technology company that’s delivering future value through customer solutions. Our advanced, patented intellectual property combines breakthrough technologies, digital transformation, and human know-how to unlock the power of images and information. We make businesses run faster, governments run smarter and provide consumers innovative solutions to preserve and enjoy their most cherished memories. Our future is powered by our employees’ creativity. Expect a lot from Kodak Alaris and know that we expect a lot of ourselves and the performance of the company. The Alaris division of Kodak Alaris is a leading provider of information capture solutions that simplify business processes. We exist to help the world make sense of information with smart, connected solutions powered by decades of image science innovation. Our award-winning range of scanners, software and services are available worldwide, and through our network of channel partners. WW Service Cost Engineer - Hardware Position Summary Provide Level 3 support for WW Pre Sales and WW Level 2 personnel for Kodak and other manufacturers scanners (USB and Networked), or Kodak Alaris proprietary software. Interface with Development for resolution to problems or changes required. Lead service participation for new or updated scanners or software for all service-related requirements (service guide, training, troubleshooting guides, etc.). Creates Knowledge for internal use or customer FAQs.

Lead all phases of service delivery for new or redesigned scanners (commercialization); hold service functional reviews prior to timeline milestones.
Develop internal technical training programs and Knowledge Based articles for use by Field Engineers, L2, contracted Authorized Service Provider. Written or video formats.
Develop Self-help content for customers for the web
Travel may be required on occasion, typically 1-2 times per year. Within and potentially outside of the US.
Network support within customer’s infrastructure working with their IT Team
Understanding of Network Topology (firewalls, ports, etc.)
Ability to ask the right questions to get a diagram of customer’s network
Some experience with getting devices other than switches on and off a network
Determine if problem with setup/configuration is with the customer’s network configuration or our issue
Ability to obtain logs and read them
Provide technical support for driver or firmware issues, network connectivity, and scanner issues for WW Pre-Sales teams and L2 Service Teams that support customers and Field Engineers
Reproduce issues through data gathered from L2 or Pre Sales or via log files and provide resolution. When needed, escalate problems or requests for changes to Development.
Monitor and analyze product performance which is used to drive performance improvements and overall cost reduction
Collaborate with the Kodak Alaris product development and engineering teams to create or enhance our scanner portfolio through refined requirements based on current product performance and serviceability

Bachelor’s degree in information technology or computer science or AAS + Equivalent experience and Industry Certifications
Demonstrated proficiency of Microsoft Windows Operating systems, Network Connectivity, LAN/WAN infrastructures, Network Security, Diagnostics, Network Topology.
Ability to troubleshoot and recreate a customer scenario
Background and experience providing support and interacting with multiple disciplines, (i.e., mechanical, electrical, firmware, software).
Experienced in customer support, remote or on-site
Experience developing technical training content
Basic knowledge of LINUX environment (installation of the driver and running scan command)
Ability to diagnose a problem
A logical thinker
Proficiency with Operating Systems
Aptitude to quickly and independently learn via researching and testing
Strong time management and organizational skills with an orientation towards detail and thoroughness
Excellent communication (verbal and written) skills; the ability to communicate technical concepts in a clear and understandable fashion.
Highly motivated. Ability to prioritize, and independently manage time while dealing with multiple simultaneous tasks with separate deadlines
Ability to work independently, as part of a larger team, and to lead teams
Ability to present a clear, concise, visual message through data, both in summary and detail
Basic Statistical analysis
Excellent teamwork/collaboration skills
Respectful and Professional

As a member of the Kodak Alaris team you will be eligible to participate in our flexible benefits program which include paid flexible time off, health, dental and vision coverage, paid sick leave, paid parental leave, 401(k) plan with company match, short-term and long term disability coverage and life insurance.

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