Flexo Software Field Service Engineer

Job Core Functions:

Acts as a Field Service Engineer to provide ongoing Esko solutions and non-Esko prepress software product and technical support to customers including ArtiosCAD, Studio, Deskpack, ArtPro+, Automation Engine, WebCentre, Imaging Engine, etc. This includes installation and configuration of Esko Software Solutions, integration of Esko & Prepress software solutions into customers' existing workflows, system setup and configuration, and defining and setting up workflows. Provide post-sales application training to customers onsite and remote. Liaising with ESKO and other vendors' global support regarding escalations. Responsible for handling the case from the initial issue through to final resolution. Compiling reports regarding product problems and researching technical issues. The role also includes supporting all applications related to flexible packaging (solvent, water-based inks), mounting flexo tapes, film-to-film laminating, and water-based adhesive & digital.

Duties, Functions and Responsibilities:

• Provide post-sale installation, training, and guidance on Esko applications to our customers.
• Lead classroom and web-based training sessions for new and existing customers.
• Must be able to work independently and also take or give direction and interact positively with team members.
• Actively participate in all internal training sessions for personal development, assist in cross-functional training and peer development.
• Actively participate and/or administer trainings in Esko sanctioned events, such as user groups and technical seminars.
• Possess strong problem-solving skills and the ability to handle high-pressure situations.
• Effectively communicate and interact with a variety of internal & external customers.
• Possess good organizational and administrative skills.
• Provide periodic installation, upgrade, and training services for all assigned Esko software, as directed.
• Maintain a high level of customer interaction and satisfaction, communicating effectively & professionally with all levels inside and outside the organization.
• Provide support and leadership in the technical promotion and follow-up of applications related to flexo adhesives.
• Provide support and leadership in the technical promotion and follow-up of applications related to flexo inks.
• Provide support and leadership in the technical promotion and follow-up of applications related to Cyrel flexo plates.

Knowledge, Skills and Abilities:

• Diploma or BE in Printing or equivalent through practical experience.
• Knowledge of Esko products and relevant third-party software is a plus.
• Knowledge of Windows server and MS SQL installation, configuration, and troubleshooting.
• Use and understand computers with Windows and iOS (Apple) operating systems.
• Strong theoretical and practical knowledge and understanding of Prepress (preferred).
• Knowledge and experience in implementing color management solutions is an advantage.
• Strong troubleshooting and communication skills.
• Exhibit a stable, positive, and professional daily disposition. Be punctual and complete assigned tasks on time.
• Control ego and present a positive and professional team attitude with peers and customers.
• Present requests in a timely, respectful, and businesslike manner.
• Act promptly on all requests and exhibit and practice Team values.
• Knowledge of working on Salesforce and any ticketing tool is an advantage.
• Display high ethics, character, and commitment to the business.
• Continuing self-improvement through education and reading (read books, trade magazines, and other materials that will improve effectiveness).
• In decision-making, ensure that today's solution to problems does not become tomorrow's new problems.