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Technical Solution Specialist – Riga, Latvia

Technical Solution Specialist – Riga, Latvia


Overview:

The Technical Solution Specialist (TSS) maintains the highest technical skill and knowledge level on selected Plockmatic Group systems.  She/he is responsible for delivering technical support to our customer’s and dealer’s service engineers according to the contracted level of service with each partner. This role is focused on Greater Europe, but with some global responsibility.  Ability to travel internationally on short notice is required.

Primary Responsibilities:

  • Deliver Escalation Phone Support to our customers’ field engineers. Apply logical trouble shooting, superior product knowledge and strong customer management skills to resolve the root cause of problems for both existing and newly launched products. Problems may be software or hardware related or a combination of both.
  • Provide On-site support to our dealers and partners for installations and technical escalations not resolved through phone support.
  • Create and collaborate with our teams on the development and delivery of best-in-class technical product service training internally and to our customers’ trainers, technical specialists and service technicians. Includes assessing field service skill requirements, identifying gaps and opportunities to better support our customers.
  • Collect and analyze data using data analysis tools to verify product performance and provide feedback to R&D, Product Management and Assembly on root cause of hardware or software issues.
  • Identify any systemic skills gaps with our partner’s support teams and create or support the creation of tools to reduce escalations and improve customer satisfaction.
  • Review Service Documentation to improve troubleshooting, repairs and adjustment procedures.
  • Work consistently with all current and future escalation management and reporting tools via telephone, e-mail and web-based service ticket system.
  • As needed, assist quality teams and product managers in performing and/or supporting validation tests of new products and in performing tests aimed to reproduce reported field problems. Both at Plockmatic and at customer.
  • Work for continuously improving procedures, systems, processes and tools used by technical support and its customers.

Experience and Skills

  • Strong Technical Background particularly with complex software driven electro-mechanical systems, mechatronics background highly desirable
  • Possess strong technical skills as well as a high level of professionalism as we represent our dealers and partners as well as Plockmatic
  • Technical background in the digital printing or document finishing industry is desirable.
  • Resilience in stressful situations, ability to multitask
  • It should be natural for you to work and collaborate in a small group. You should be a team player.
  • Passion about training other people and willingness to continuously develop your own skills
  • Ability to work creatively and analytically to solve problems
  • Excellent written and verbal communication skills
  • English and Latvian fluency – writing and speaking.
  • Microsoft Office applications suite skills
  • Valid Driver’s license- B category
  • Employers references and contacts is desirable

We offer

  • On-the-job training
  • International work environment
  • Professional growth together with company development
  • Health and risk insurance
  • You will be working on an ambitious team with a friendly atmosphere

Location

Riga, Latvia

Contact

If you are interested in this position then please forward your CV to:

Scott.Russell@plockmatic.com