Applications and Workflow Support Specialist

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.

Location:

• Remote - United States
• Travel: 80% (United States / Canada)

What You'll Do:

Customer Support:

• 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

Issue Escalation and Documentation:

• 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

Product Knowledge:

• 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.

Customer Education:

• 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.

Quality Assurance:

• 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.

Team Collaboration:

• 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.

Who You Are:

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

Our Values:

• Own It(I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One(Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams' benefits)
• Move Forward(Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value(Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• 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.

Diversity and Inclusion:

AtAgfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.