Location
Huntingdon / Cambridge
Department
Customer Support
About Xaar
Inkjet Innovator. Trusted Partner. Sustainable Future. Xaar is here to create a world where you can print anything you can imagine.
For more information, visit www.xaar.com.
Xaar Values
* Creative - we push the boundaries of whats possible
* Collaborative - everyone is a partner; we help each other freely and willingly
* Innovative - we always strive to constantly improve
* Integrity - we deliver on our promises
* Passion - we care about our technology, our products, our partners and each other
Purpose of Role
To assist OEM (original equipment manufacturer) customers in developing inkjet equipment integrating Xaars technology; technically supporting pre/post sales through application and equipment development, product launch and ongoing product support. The role will involve customer visits to assist with development and to understand application requirements.
Field Application Engineers are Xaars primary technical contact with customers and are expected to liaise between customers and Xaar engineering teams, Xaar 3rd-party partners, and, in some cases, ink partners, and to manage and report on activities across all parties. To also support the installation and ongoing service of Xaars Versatex range of print embellishment bars, to include troubleshooting, repair and operator training.
Scale
* The role involves travel globally, approximately 1 week per month, which could be 50%
* Directly responsible for customer satisfaction
* Providing support and being mindful of time to market imperatives
* Representing Xaar through telephone, Team and onsite activity globally.
Freedom to make decisions
* Understand customer requirements and make suitable recommendations from the Xaar product portfolio
* Recommend ideas to improve the customer experience
* Identify poor or ineffective processes and make recommendations for improvement
* Provide feedback on product performance-related information to departments outside of Customer Support
* Influence how a customer is charged for various services
Complexity
* Understanding complex electromechanical/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
* 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)
About You
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 with digital inkjet systems is an advantage
Skills & Behaviours
* Hands‑on technical troubleshooting 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
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