Senior CE Trainer & Field Engineer

Responsibilities

. Provides training and field technical support for highly complex HP Indigo Digital Presses in customer production environments.
. Supports multiple critical or high-risk technology areas and customer groups, combining technical expertise and business insight to deliver customer-oriented solutions.
. Delivers strategic account support by maintaining advanced technical and operational proficiency while staying current with print industry trends, digital press technologies, and customer production requirements.
. Evaluates customer support plans based on business indicators and aligns them with the organization's service solutions.
. Cultivates and expands relationships with complex and strategic customer accounts, supporting customer growth and operational success.
. Acts as a trusted advisor and consultant for customers and the organization in service delivery, including business, technology, industry, application, and production-related matters.
. Designs and executes support solutions, leading the team's efforts in comprehensive solution planning, execution, and management.
. Provides training to customer operators and engineers, including technical training, operational best practices, ramp-up support, and production support.
. Supports customer press installations within production facilities, including technical validation, commissioning support, and coordination with internal and external stakeholders.
. Participates in high-skill Tier 3 level escalations, including advanced troubleshooting of complex press, electrical, mechanical, electronic, and system-related issues.
. Reads and interprets complex wiring diagrams, technical drawings, service documentation, and diagnostic information to support troubleshooting and resolution.
. Develops and presents Value Based Delivery (VBD) account plans tailored to specific accounts and leads customer expectation management within the escalation process.
. Contributes input to operational methods and initiatives that may impact business management strategies within a given geographic area.
. Applies advanced subject matter knowledge, leads and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
. Develops and builds productive internal and external working relationships and may provide mentoring and guidance to lower-level employees.

Education & Experience Recommended

. Four-year or Graduate Degree in Electrical & Electronics Engineering, Mechanical Engineering, Computer Science, Information Systems, or another related discipline or commensurate work experience or demonstrated competence.
. Typically has at least 7 years of work experience in the print industry, preferably working on offset and/or digital presses.
. Experience with HP Indigo technology is highly preferred.
. Prior experience in customer-facing roles is required.
. Experience providing training to customer operators and engineers is highly preferred.
. Experience supporting customer ramp-up, production support, production facility installation, and advanced technical escalations is preferred.
. Experience in HP products, customer base support, account management, computer customer support, on-site customer support, mission-critical systems, or a related field is preferred.

Preferred Certifications / Qualifications

. Electrical & Electronics Engineering qualification.
. Mechanical Engineering qualification.
. ITIL Certifications are an advantage.

Knowledge & Skills

. HP Indigo Digital Presses
. Offset and Digital Printing Technologies
. Print Industry Operations
. Customer Operator Training
. Engineer Technical Training
. Customer Ramp-Up Support
. Production Support
. Field Technical Support
. Tier 3 Technical Escalations
. Complex Troubleshooting
. Press Installation Support
. Production Facility Installation
. Wiring Diagrams and Electrical Schematics
. Electrical Engineering
. Electronics
. Mechanical Engineering
. Electromechanics
. Automation
. Commissioning
. Preventive Maintenance
. Field Service Management
. Customer Relationship Management
. Customer Support
. Technical Services
. Technical Support
. Technical Training
. Operating Systems
. Key Performance Indicators
. Process Improvement
. Safety Standards
. Environment, Health and Safety
. Test Equipment
. Hand Tools

Cross-Org Skills

. Effective Communication
. Results Orientation
. Learning Agility
. Digital Fluency
. Customer Centricity
. Technical Leadership
. Problem Solving
. Stakeholder Management

Impact & Scope

. Impacts the function and leads and/or provides expertise to functional project teams.
. May participate in cross-functional initiatives involving service delivery, customer production support, technical escalation management, and field operations.

Complexity

. Works on complex problems where analysis of situations, production environments, press performance, or technical data requires an in-depth evaluation of multiple factors.
. Troubleshoots highly complex digital press issues involving electrical, mechanical, electronic, software, workflow, and production-related variables.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.