Printer Service Engineer

Responsibility:

• Learn to operate and troubleshoot errors with our direct-to-garment printers
• Answer incoming technical support requests via phone, internet, webcam, Zalo, Skype, mobile device or other communication means
• Become familiar with the internal components of our printers, such as boards, cables, printheads, and more
• Identify, diagnose and solve technical issues in a timely manner
• Troubleshoot all questions related to DTG printing
• Effectively communicate technical concepts to non-technical personnel
• Share knowledge and skills with other team members and supervisor
• Aid the department in innovating and improving procedures
• Conduct training webinars and other videos for customer education
• Review and interpret incoming support requests, validate printer warranties and process
• RMA to the administrative team
• Work to test new products and prototypes
• Monitor forums and social media to help customers with concerns and help maintain positive online threads
• Travel to workshop locations, trade shows and customer locations as needed

Candidate qualities:

• Enjoys interacting with customers over the phone
• Good English skills
• Organized with excellent time management skills
• Knowledge of general computer hardware and software
• Basic understanding of printer fundamentals
• Ability to work independently or in a team
• Ability to travel across and outside Vietnam
• Good verbal and written communication skills in English
• Ability to lift up to 20kg
• Experience with graphic design software (Adobe Photoshop, Illustrator, etc.) is a plus
• Experience in a call center is a plus
• Experience as a service technician in a similar environment is beneficial

Working Hours are 8.30am to 6.30pm Mon-Fri (work on evenings and weekends when occasional service calls happen).