Support Engineer - Digital Printing Industry

Support Engineer - Digital Printing Industry - based in Germany, Düsseldorf (office/hybrid)

About us:

Our client is a leading force in developing, manufacturing, and promoting cutting-edge printing solutions for the textile, garment, and apparel decorating sectors. The company’s mission is to change the way people print on textiles, now and in the future. We're seeking a Support Engineer to join the team in Düsseldorf, Germany. You will provide professional-level remote technical support to customers experiencing issues related to printing solutions and application software over the phone and email using remote tools.

Key Responsibilities:

• Troubleshoot and diagnose hardware and software faults.
• Accurately report incoming cases.
• Ensure continuous and professional communication within the team and with colleagues from other departments at the company.
• Actively use and optimize processes and documentation.
• Prepare and share documentation based on solutions reached, creating technical documentation.
• Apply upgrades and product modifications as implemented by the product line.
• Participate in support hotline coverage, including support during extended service hours according to a defined schedule.
• Document all activities using the systems and tools provided by the company.
• Ensure proper escalation of cases, follow-ups, and updates.
• Promote the company’s service offerings such as service contracts, training, and maintenance programs among customers.
• Undertake other appropriate tasks and related duties as required.

Qualifications:

• Technical degree or equivalent experience in mechanical, digital, and electronic technology.
• 1+ years’ experience in a technical position servicing electro-mechanical devices.
• Required language skills: fluent in English and French. German at a conversational level.
• Flexibility to travel for on-site service visits up to 30%.
• Knowledge of the digital printing industry such as industrial inkjet technology, RIP/colour management, materials/ink/chemicals; and experience in textile printing is an advantage.
• Knowledge of personal computers, Microsoft Windows operating system, and Microsoft Office Products.
• Analytical thinking skills.
• Ability to work under pressure and time constraints.
• Team player.
• Self-motivating personality.
• Good communication and customer management skills.

What We Offer:

• Competitive compensation package and profit-sharing opportunities
• Global company events and wellness programs
• Opportunity to drive your success in a hyper-growth environment
• An open corporate culture with ample opportunities for development and training
• Flexible working hours with home office options

If you're passionate about technology, customer service, and teamwork, we'd love to hear from you!