System Engineer I
About the role
Systems Engineer I will provide support in a field service technical position within designated regions, focusing on the installation and post-sales service of the networking and connectivity functions of the DEX imaging deliverable to customer partners.
Responsibilities
- Learn and perform Systems Engineer and expand and validate this knowledge of the DEX Imaging deliverable.
- Configuration, integration, settings and training of document imaging systems installations and servicing on various computers and operating systems, applications, drivers, software, network infrastructure, services and settings of the print, scan hardware and image processing environments.
- Post-sales service and support of document imaging systems network connectivity, drivers and applications functions to customer partners.
- Advance and validate project management and technical core competency and training to achieve Systems Engineer, Install Project Coordinator levels II and III.
- Daily and Monthly Responsibilities:
- Completion of service calls assigned per service policy and procedure.
- Effectively utilize communication methods and contacts inside the service department and related departments and business entities.
- Demonstrate effective time management practices and meet or exceed time and labor standards set forth.
- Enhance and develop skills needed for the scheduling and completion of Onboarding site survey calls per the documented procedure for successful uploading of data and preloading installation of new products and workflows.
- Installation and problem resolution of print driver and related software and settings, configuration of network scan to folder and scan to e-mail settings and environments.
- Documentation of all work performed per the methods and standards set forth by service company policy.
Core Business Unit Responsibilities
- Familiarization and use of tools related to service calls and project documentation, communications and coordination of service calls and projects with customers and stakeholders.
- Learn and put into practice the service department responsibilities, policies and procedure and when to implement based on supervisor and management guidance and coaching.
- Contribute process and procedural improvement suggestions, ask for and share technical knowledge within and outside the SE, IPC team.
Management and Supervisory Responsibility
Typically reports to Management Direct Supervisor job title(s) Typically include: SESX, ASM (SE)
Job is NOT directly responsible for managing other employees (e.g. hiring/termination and/pay decisions, performance management. Job title example(s) of employees directly supervised: N/A
Qualifications
- Ability to work in the field managing time and travel to effectively complete the assigned tasks.
- Possess advanced customer service skills in dealing with internal customer partners and external.
- Ability to communicate effectively in writing, by phone and in person.
- Thoroughly and accurately document work performed.
- Ability to pass background checks and have a clean driving record per company requirements.
- Ability to evaluate customer needs and understanding of the customer partners workflow and related systems.
- Problem solving and troubleshooting of connectivity and functional problems of imaging devices and related software.
- Ability to learn new or unfamiliar products and systems dynamically as they are introduced and encountered.
- Knowledge Requirements: Information technology and concepts of computer networking and related hardware and software.
- Effectively and expertly utilize Word, Excel, PowerPoint, SharePoint and Outlook.
- Technical knowledge of Microsoft, Apple, Linux and other computer operating systems.
- Understand and have a working knowledge of printing and scanning by document imaging devices and related software.
- Effectively and accurately input information, work completed and labor records into PC and mobile CRM portals.
Education and Experience Requirements
- Certificate, associate’s degree, bachelor’s degree or equivalent military or trade school training or actual experience in Information Technology, Systems Engineering or Communications Engineering.
- Entry level position at DEX imaging before technical and operational onboarding.
- SE II once onboarding and sufficient training in products and deliverable to meet core competency requirements.
Working Conditions
Regular business hours. Some additional hours may be required. Travel requirements: Domestic: 100% Climate controlled office environment during normal business hours.
Physical Requirements
- Sitting Up to 4 hour(s) a day
- Lifting Up to 2 hour(s) a day, 50 pounds
- Walking Up to 3 hour(s) a day
- Pushing/ Pulling Up to 1 hour(s) a day
- Standing Up to 6 hour(s) a day
- Climbing Up to 1 hour(s) a day
- Bending/ Squatting/Stooping Up to 2 hour(s) a day
- Stairs Up to 1 hour(s) a day
- Reaching Up to 1 hour(s) a day
- Ladder Up to 0 hour(s) a day
- Balancing Up to 0 hour(s) a day
- Pushing/ Pulling Up to 1 hour(s) a day
- Crawling Up to 1 hour(s) a day
- Excessive cold exposure Up to 0 hour(s) a day
- Data Entry/Typing Up to 4 hour(s) a day
- Humidity exposure Up to 0 hour(s) a day
- Unusual hearing or vision demands: None
- Specified Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.
Disclaimer
The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this job. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in the job. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations made to enable individual with disabilities to perform essential functions.