Technical Support Specialist-Narrow Mid Web (TSS NMW)

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Job Overview

The Technical Support Specialist-Narrow Mid Web (TSS NMW) at BOBST will play a vital role in providing exceptional technical support for our narrow mid web equipment. This position requires a deep understanding of our product line and the ability to troubleshoot and resolve technical issues effectively. The TSS NMW will collaborate closely with clients to guide them through setup, operation, and maintenance of their equipment, ensuring high levels of customer satisfaction while maintaining the technology's optimal performance and reliability.

Job Responsibilities

• Provide technical support to customers regarding the installation, operation, maintenance, and troubleshooting of narrow mid web equipment.
• Analyze and resolve technical issues, ensuring effective communication with clients to facilitate solutions.
• Conduct training sessions for clients on equipment operation and best practices for maintenance.
• Develop and maintain detailed documentation for technical processes, troubleshooting steps, and customer interactions.
• Collaborate with the engineering and product development teams to provide feedback and suggestions for product improvements.
• Respond promptly to customer inquiries and follow up to ensure issues are fully resolved.
• Participate in equipment installations and assist in start-up activities on-site or remotely.

Qualifications

• Bachelor’s degree in Engineering, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support for manufacturing equipment, preferably within the printing or converting industry.
• Strong understanding of mechanical and electrical systems associated with narrow mid web technology.
• Proficient in troubleshooting software and hardware issues, with experience in data analysis.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Proficiency in documentation and report writing.

Technologies & Tools

The Technical Support Specialist will utilize various technologies and tools in their daily tasks, including but not limited to customer relationship management (CRM) software, diagnostic tools for equipment troubleshooting, remote support applications, and standard office software Suite (e.g., Microsoft Office). Familiarity with industry-specific software used for equipment control and monitoring may also be required to enhance support effectiveness.

Ideal Candidates

The ideal candidates for the Technical Support Specialist-Narrow Mid Web (TSS NMW) position will possess a strong blend of technical expertise and excellent customer service skills. They will demonstrate a proactive attitude toward problem-solving and have a keen ability to communicate complex technical information in a clear and accessible manner. Candidates should also exhibit a strong commitment to continuous improvement and learning, along with the ability to work collaboratively in a dynamic environment.