Field Service Engineer

The Agfa-Gevaert Group develops, produces and distributes an extensive range of imaging systems and IT solutions, mainly for the printing industry and the healthcare sector, as well as for specific industrial applications.

Le groupe Agfa-Gevaert développe, produit et distribue une large gamme de systèmes d’imagerie et de solutions informatiques, principalement pour l’industrie de l’impression, le secteur de la santé, ainsi que pour des applications industrielles spécifiques.

Agfa Inkjet Solutions, a division of the Agfa-Gevaert Group, specializes in innovative inkjet printing technologies for a wide range of industries, including commercial printing, packaging, textiles, and industrial applications. The company offers high-quality digital printing systems, including hardware, ink, printheads, and software, designed to deliver precise, vibrant results across various materials. Agfa emphasizes sustainability with eco-friendly ink formulations and efficient, cost-effective solutions. With a strong focus on research and development, Agfa Inkjet Solutions continues to lead in advancing printing technology, providing businesses globally with cutting-edge, environmentally conscious printing systems.

Agfa Inkjet Solutions, une division du groupe Agfa-Gevaert, est spécialisée dans les technologies d’impression jet d’encre innovantes pour une large gamme d’industries, notamment l’impression commerciale, l’emballage, le textile et les applications industrielles. L’entreprise propose des systèmes d’impression numérique de haute qualité, comprenant du matériel, des encres, des têtes d’impression et des logiciels, conçus pour offrir des résultats précis et éclatants sur divers matériaux. Agfa met l’accent sur la durabilité avec des formulations d’encre écologiques et des solutions efficaces et économiques. Grâce à un fort engagement en recherche et développement, Agfa Inkjet

We are looking for a Field Service Engineering to join our growing team. You will be responsible for properly managing customer accounts assigned by providing the hardware/software maintenance of stand-alone Agfa products and/or associated peripheral equipment.  Major responsibilities centre on implementing timely, effective installation and repair services as well as ensuring customer satisfaction and the active promotion of all company offerings.

Solutions continue de faire progresser la technologie d’impression, en fournissant aux entreprises du monde entier des systèmes d’impression de pointe, respectueux de l’environnement.

Location:

• Remote – Quebec

Lieu :

• Télétravail – Québec

What You'll Do / Vos Responsabilittes:

• Responsible for the installation and repair of assigned Agfa products, to include safety verification of electrical and environmental factors at customer site, testing of product to ensure functional operation, verification of operating performance with customer, and review of the basic operational functions with the customer to meet our training obligation at installation.
• Performs preventive maintenance and repair functions on assigned SMA, courtesy visits as required, and time & material accounts.
• Maintains regular communications with Regional Manager to provide prompt escalation to difficulties and ensure customer satisfaction.
• Documents service calls, expenses and time reports on a daily basis and submit to zone office on a weekly basis according to established procedures; documentation must be legible and neat.
• Responsible for parts ordering and returning repairable spare parts components.
• Ensures the service ready condition of service aids, tools and diagnostic equipment.
• Maintains close contact with scheduler to meet all response time and uptime commitments. 
• Promotes all Agfa offerings (i.e. System Maintenance Agreements, Professional Services, Products)
• Understand and adhere to all safety policies on the job and while driving company vehicle.
• Quickly ascertain customer demeanor and personality and be able to interact effectively.
• Engage with other Agfa employees and be able to work effectively with different skill sets, emotions and motives.
• Demonstrate company loyalty and consciously make decisions that are fiscally responsible and prudent.
• Be resourceful and creative but work without supervision while staying motivated.
• Incumbent serves as onsite conduit to Agfa management and Sales for customer issues:  sales needs, political environment, staff changes, etc.
• Product expertise might be limited to similar product lines and customer environments: processors, inkjet, commercial, newspaper.

• Installer et réparer les produits Agfa, vérifier la sécurité et la fonctionnalité, former les clients.
• Effectuer la maintenance préventive et les réparations.
• Communiquer régulièrement avec le gestionnaire régional.
• Documenter les appels de service et soumettre les rapports chaque semaine.
• Gérer les commandes et les retours de pièces.
• Maintenir les outils et équipements de diagnostic.
• Coordonner avec le planificateur pour respecter les engagements de service.
• Promouvoir les offres Agfa.
• Respecter les politiques de sécurité et conduire de manière responsable.
• Interagir efficacement avec les clients et les collègues.
• Représenter la direction et les ventes d’Agfa sur site.
• L’expertise produit peut être limitée à des lignes similaires.

Who You Are / Profil Recherche:

• Bilingual – French (required)
• Minimum of an associate degree in electronics technology or equivalent.
• Minimum 2-3 years’ experience in a high-tech field, printing, publishing, and/or inkjet environment. 
• Strong Communication skills both written and verbal.
• Problem Analysis & Judgment
• Self-awareness and self-motivating
• Knowledge of the Graphics, Inkjet, Printing/Publishing Market an asset
• Strong customer service & support principals
• Experience and understanding of remote diagnostics.

• Bilingue – Français (obligatoire)
• Diplôme d’associé en électronique ou équivalent
• 2 à 3 ans d’expérience dans les technologies de pointe, l’impression, l’édition ou le jet d’encre
• Excellentes compétences en communication
• Capacité d’analyse et motivation personnelle
• Connaissance du marché graphique/impression est un atout
• Principes solides de service à la clientèle
• Expérience en diagnostic à distance

(Agfa) Our Values:

Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)

Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)

Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).

Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

At Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.