Regional Technical Specialist

Company Summary

BlueCrest is the innovative leader in postal and parcel automation solutions. With a focus on operational efficiency, customer experience, and technology integration, BlueCrest empowers businesses to achieve success through streamlined processes and meaningful connections from data through delivery. BlueCrest is a global company with clients and team members located in 16 countries worldwide, including an expansive field service team comprised of nine-hundred specialized field service technicians. BlueCrest's manufacturing headquarters is based in Danbury, Connecticut.

Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (ICARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day. It is the essence of how we interact and work--it's how things get done at BlueCrest.

Job Description

BlueCrest is a global, innovative leader in enterprise print, mail and customer communications. Our products include printers, inserters, sorters and parcel solutions-and a renewed commitment to innovative software and vote-by-mail solutions. We are proud to be an industry and market leader in the mail space.

Although our manufacturing headquarters is based in Danbury, Connecticut, we are a global company with clients and team members in over 15 countries worldwide, including an expansive field service team comprised of over eight-hundred specialized field service technicians.

Advancing our clients' operations to meet the demands of the future takes a great team and hard work.

We move quickly to creatively solve problems and implement change. Most of all we cherish our role as a trusted and innovative technology partner. We provide a supportive and inclusive working environment for employees where individuals can thrive, and teams can flourish.

Our BlueCrest culture is reflected by our core behaviors: Innovation, Collaboration, Accountability, Resourcefulness and Enthusiasm (I CARE). It is with these behaviors in mind that we approach every customer, every idea, every product, and every employee, every day. It is the essence of how we interact and work-it's how things get done at BlueCrest.

Job Description Regional Technical Specialist:

• This position includes all aspects of product field support, including equipment and system hardware and software as well as systems networking.
• Act as Regional Technical Specialist on escalations from any inserter issues or questions both remotely and onsite in the region.
• Performs the verification of new equipment as per specifications in Danbury (checkout).
• Provides technical support to customers on operational or maintenance aspects of system equipment.
• Serves as our customer contact on technical and service-related issues.
• Serves as the first escalation point for inserter issues from technicians in the region.
• Diagnoses mechanical, hardware, software and systems failures using established procedures.
• Determines most cost-effective repair/resolution to minimize customer downtime.
• Prepares reports for analysis of product failure trends and service ability issues.
• Provides technical support in the sales process.
• Performs escalation and follow up with Danbury on situations related to, part quality or conception issues, part or system design, software, recurrent problem reported by field technician.
• Uses best practices and drives improvements to obtain overall business objectives.
• Ability to logically troubleshoot technical issues through use of application and system logs.
• Ability to utilize remote diagnostic and communication software for problem resolution.
• Be familiar with workgroup and domain-based networking, access, and security.
• Strong mechanical aptitude and skills with the use of hand and power tools is required.
• Ability to read and troubleshoot using electrical schematics and wiring diagrams is required.
• Be familiar with AC and DC electrical circuits, switches, sensors, solenoids, and relays are required.
• Consultative approach to interfacing with internal and external clients.
• Engaging attitude and eagerness to help local service and clients solve their business problems.
• Willingness to apply focus to unfamiliar parts of the business driving internal improvement.
• Experience with Secure File Transfer, related software such as WS_FTP, Filezilla and Move-It.
• Experience and familiarity with use of Dynamics 365 CRM and FP O modules is desirable.
• Ability to document technical environments, project deliverables and respond to technical RFP questions.
• Ability to assist or create Statements of Work SOW for planned projects.
• Latest Windows and Linux Operating System familiarity.
• Region - Canada therefore up to 50% travel may be required.
• Flexible hours, with a high level of autonomy.
• Partaking in technical support annual standby schedule.
• Strong interpersonal and customer relationship skills.
• Bilingual (English and French) would be an asset.

Description du poste Spcialiste technique rgional:

• Ce poste comprend tous les aspects du support produit sur le terrain, y compris l'quipement et le matriel et les logiciels du systme ainsi que la mise en rseau des systmes.
• Agir en tant que spcialiste technique rgionale en cas de problmes ou de questions lis l'insreuse, et ce distance et sur place dans la rgion.
• Effectue la vrification des nouveaux quipements selon les spcifications Danbury (checkout).
• Fournit un support technique aux clients sur les aspects oprationnels ou de maintenance des quipements du systme.
• Sert de contact client pour les questions techniques et lies au service.
• Sert de premier point d'escalade pour les problmes lis aux quipements et logiciel d'insertion provenant des techniciens de la rgion.
• Diagnostique les pannes mcaniques, matrielles, logicielles et systmes l'aide de procdures tablies.
• Dtermine la rparation/rsolution la plus rentable pour minimiser les temps d'arrt du client.
• Prpare des rapports pour l'analyse des tendances de dfaillance des produits et des problmes de capacit de service.
• Fournit un support technique dans le processus de vente.
• Effectue une escalade et un suivi avec Danbury sur les situations lies aux problmes de qualit sur la conception des pices ou des systmes, aux logiciels, aux problmes rcurrents signals par le technicien sur le terrain.
• Utilise les meilleures pratiques et conduit des amliorations pour atteindre les objectifs commerciaux globaux.
• Capacit rsoudre logiquement les problmes techniques grce l'utilisation des journaux d'application et du systme.
• Capacit utiliser un logiciel de diagnostic et de communication distance pour rsoudre les problmes.
• tre familier avec les rseaux, l'accs et la scurit bass sur les groupes de travail et les domaines.
• De solides aptitudes en mcanique et des comptences dans l'utilisation d'outils manuels et lectriques sont requises.
• La capacit de lire et de dpanner l'aide de schmas lectriques et de schmas de cblage est requise.
• tre familier avec les circuits lectriques AC et DC, les interrupteurs, les capteurs, les solnodes et les relais sont ncessaires.
• Approche consultative d'interface avec les clients internes et externes.
• Attitude engageante et empressement aider le service local et les clients rsoudre leurs problmes commerciaux.
• Volont de se concentrer sur des parties inconnues de l'entreprise pour favoriser l'amlioration interne.
• Exprience avec Secure File Transfer et les logiciels associs tels que WS_FTP, Filezilla et Move-It.
• Une exprience et une familiarit avec l'utilisation des modules Dynamics 365 CRM et FP O sont souhaitables.
• Capacit documenter les environnements techniques, les livrables du projet et rpondre aux questions techniques des appels d'offres.
• Capacit aider ou crer des noncs de travaux pour les projets planifis.
• Connaissance des derniers systmes d'exploitation Windows et Linux.
• Rgion - Canada, donc jusqu' 50 % de dplacements peuvent tre ncessaires.
• Horaires flexibles, avec un haut niveau d'autonomie.
• Participer au programme de veille annuel du support technique.
• Solides comptences interpersonnelles et relationnelles avec la clientle.
• Bilingue (anglais et franais) serait un atout.

Qualifications

• Experience with Secure File Transfer, related software such as WS_FTP, Filezilla and Move-It.
• Experience and familiarity with use of Dynamics 365 CRM and FP O modules is desirable.
• Ability to document technical environments, project deliverables and respond to technical RFP questions.
• Ability to assist or create Statements of Work SOW for planned projects.
• Latest Windows and Linux Operating System familiarity.
• Region - Canada therefore up to 50% travel may be required.
• Flexible hours, with a high level of autonomy.
• Partaking in technical support annual standby schedule.
• Strong interpersonal and customer relationship skills.
• Bilingual (English and French) would be an asset.

• Exprience avec Secure File Transfer et les logiciels associs tels que WS_FTP, Filezilla et Move-It.
• Une exprience et une familiarit avec l'utilisation des modules Dynamics 365 CRM et FP O sont souhaitables.
• Capacit documenter les environnements techniques, les livrables du projet et rpondre aux questions techniques des appels d'offres.
• Capacit aider ou crer des noncs de travaux pour les projets planifis.
• Connaissance des derniers systmes d'exploitation Windows et Linux.
• Rgion - Canada, donc jusqu' 50 % de dplacements peuvent tre ncessaires.
• Horaires flexibles, avec un haut niveau d'autonomie.
• Participer au programme de veille annuel du support technique.
• Solides comptences interpersonnelles et relationnelles avec la clientle.
• Bilingue (anglais et franais) serait un atout.

EEO Statement

BlueCrest is proud to be an equal opportunity employer. We are committed to developing and retaining an inclusive workforce around the globe, free of unlawful discrimination, harassment and retaliation. We provide equal employment opportunities to all persons without regard to race, ethnicity, creed, color, religion, age, sex, national origin, disability status, marital or familial status, genetics, pregnancy, veteran status, sexual orientation, gender identity or expression, or any other characteristic for which discrimination is prohibited by law

Benefits

As a leading provider of enterprise print, mail, and customer communications solutions, BlueCrest, Inc. is committed to its employees. This commitment is embodied in our competitive benefits package, which includes medical, dental, and vision coverage, as well as flexible spending accounts, life insurance, disability income, 401(k) Savings Plans, and employee assistance and wellness programs.