Digital Service Technician
Mark Andy Inc. is the Total Solutions Partner to the printing industry with a mission to be 'the supplier of choice with high quality innovative solutions that drive customer profitability.' The company responds to business needs by offering the broadest portfolio of equipment, the largest consumables distribution and now the most robust service infrastructure to better support printers and converters around the world. For more information, visit www.markandy.com.
Mark Andy is headquartered in St. Louis, Missouri, USA, with sales and distribution offices worldwide.
Provides field technical service work as needed to maximize press up-time & press-utilization
Routinely provides planned preventative maintenance performance work and support work per the terms of the service contract or work order guidelines
Install new products and train customer on the product uses, practical training for safety, press operation and maintenance, best practices
Provides field technical service support for planned and un-planned warranty and break-fix services. Field service work could be done remotely or on-site and will include troubleshooting and repair of software, hardware, network, electrical components and systems
Takes all actions needed to maintain an exceptional (positive) customer experience in every circumstance.
Will meticulously capture, log, and communicate work details performed and escalate client difficulties
Properly documents and communicates all work required i.e. service reports, expense exports, installation feedback, etc.
Escalates any opportunity to improve process capabilities, press utilization, client satisfaction, also for Mark Andy to cross sell other products or services.
Routinely interacts with Engineering as needed to drive product updates to enhance product performance and reliability.
Travel up to 100% of the time and be able to maintain a flexible work schedule
Perform work, in front of customers, always portraying Mark Andy in a positive manner and acting as steward for the company
Must be knowledgeable on the products and maintain an understanding of the product features and product updates.
MA provided training skills must be continuously maintained and employee's skill must be continuously enhanced.
Must be fluent in the details of the service contract and workorders before visiting the customer's site
Must come to the customer's site on time, properly prepared to perform the work outlined
Must always present and conduct themselves in a professional manner
5 Years Technical Service experience
Ability to read basic electrical/mechanical and pneumatic diagrams
Capable of using multi-meter and micrometers
Good computer and network skills
Excellent troubleshooting and problem solving for electrical, mechanical, pneumatic, software, hardware relevant to overall all press control, print issues and digital printing
Has significant experience with the printing industry and "web transport" experience
Has knowledge of digital ink jet printing systems (heads, inking systems, alignments, software controls etc)
Understanding of manufacture and performance requirements for Label & Printing industry is highly desirable
Able to recognize problems related to materials, processes and procedures.
Understanding of servo drives, PLC controls and circuits.
Understanding of Relay logic.
Experience with ladder logic and servo motion controls
Excellent written and verbal communications skills.
Great attention to detail and strong organizational skills.
Excellent customer service skills
Empathetic, Can-Do, Results Oriented
Regular attendance is a necessary and essential function of the position.
Personal Skills Required
Interact with others and communicate often
Work in high stress environment.
Deal with interpersonal conflicts or difficult situations.
Work in an office/manufacturing environment.
Provide coverage during certain periods.
Moderate to frequent exposure to shop environment; may be exposed to dust, odors, oils, fumes, chemicals, noise and moving parts. Work typically requires the usage of PPE and can require work on the facility's production floor or customer's production environment.
Regularly required to sit, stand, bend, reach, climb, stoop, kneel, crouch, crawl and move about facility and/or customer's facilities. Frequent lifting up to 50 pounds.
Mark Andy Inc. is an equal employment employer and considers all qualified applicants without regard to race, color, religion, national origin, sex, age, disability, veteran status, or any other factor, which is prohibited by applicable law.