Job Description

Level: IC3



Reporting To: Head of Customer Support


Department: Customer Support



Location: Huntingdon or Waterbeach with international travel



Purpose of Role



To assist OEM (original equipment manufacturer) customers developing inkjet equipment in integrating Xaar's technology; technically supporting pre/post sales through application and equipment development, product launch and ongoing product support. The role will involve customer visits in order to assist development and understand application requirements. Field Application Engineers are expected to be Xaar's prime technical contact to customers and are expected to liaise between customers and Xaar engineering teams, Xaar 3rd party partners and in some cases ink partners and manage and report on activities between all parties.


Scale


• The role involves travel globally, approximately 1 week per month, could be 50%.
• Directly responsible for customer satisfaction.
• Providing support and being mindful of time to market imperatives.
• Representing Xaar through telephone, Teams and onsite activity globally.


Freedom to make decisions

• Understand customer requirements and make suitable recommendations from Xaar product portfolio.
• Recommend ideas to improve the customer experience.
• Identify poor or ineffective business processes and make recommendations for improvement.
• Feedback product performance related information to departments outside of Customer Support.


Complexity

• Understanding complex electro mechanical / fluid systems where not everything is a known quantity.
• Working on remote customer sites where there will be a need to be resourceful.
• Dealing with conflicting priorities.


Planning horizon

• Working with customer projects typically 3 months to 1 year.
• Providing response to technical questions via email or the Xaar customer portal, typically a 1 day response


Key Accountabilities

On a typical day you'll be expected to:


• Assess allocated projects for progress, identify next milestones and work to meet them.
• Actively seek status from customers regarding project progress / issue status.
• Report progress / findings / solutions in CRM system (Sales Force)


Knowledge, experience and qualifications:


• NVQ4+ / HNC / HND / BSc / BEng in an engineering or science based discipline.
• Experience in a customer facing role in a high pressure / high stakes technical environment.
• Demonstrate ability to understand and resolve issues with complex electromechanical systems.
• Experience of digital inkjet systems an advantage


Skills & behaviours:


• Hands on technical trouble shooting and problem solving skills.
• Resourceful, flexible and able to work on own initiative.
• Able to communicate clearly and effectively in conversation and in writing.
• Able to think analytically and apply skills and knowledge in new environments and situations.
• Being commercially aware, understanding the impact of decisions commercially.