WW Service Cost Engineer

WW Service Cost Engineer

Rochester, NY, USA Req #234 Thursday, March 21, 2024

Kodak Alaris is a global technology company that’s delivering future value through customer solutions. Our advanced, patented intellectual property combines breakthrough technologies, digital transformation, and human know-how to unlock the power of images and information.

We make businesses run faster, governments run smarter and provide consumers innovative solutions to preserve and enjoy their most cherished memories.

Our future is powered by our employees’ creativity. Expect a lot from Kodak Alaris and know that we expect a lot of ourselves and the performance of the company.

Alaris

The Alaris division of Kodak Alaris is a leading provider of information capture solutions that simplify business processes.

We exist to help the world make sense of information with smart, connected solutions powered by decades of image science innovation.

Our award-winning range of scanners, software and services are available worldwide, and through our network of channel partners.

Key Responsibilities

• Provide technical support to the worldwide service teams.
• Monitor and analyze product performance and service process data which is used to drive product performance improvements, call center and repair depot process improvements, and overall cost reduction activities.
• Initiate and actively participate in product corrective action activities, reproduce field issues, collect, and analyze field and product error data, and lead discussions with regional service, Current Product Engineering and Development teams.
• Integrate the business and product direction into the worldwide product support strategy.
• Communicate between the service regions and the worldwide business.
• Collaborate with the Kodak Alaris development team to create best in class scanners through refining and validating requirements for new scanners based on current product performance and customer needs.
• Work closely with commercialization / development teams to successfully anticipate, identify and resolve issues / concerns internally.
• Provide input to product requirements, and support beta and launch activity.
• Provide service cost estimates.
• Establish service support requirements.
• Participate in all phases of product commercialization; hold service functional reviews prior to milestone gates.
• Develop technical training programs and Knowledge Based articles for use by Field Engineers and contracted Authorized Service Providers. Could be written or video.
• Travel may be required on occasion, typically 1-4 times per year. Within and potentially outside of the US.

Job Requirements

Qualifications & Experience

• Bachelor’s degree in Mechanical, Electrical or Computer Engineering or related field
• Engineering background and experience providing support and interacting with multiple disciplines, (i.e., mechanical, electrical, firmware).

Must have a high-level understanding of each.

• Ability to troubleshoot and recreate a customer scenario.
• Experience in customer service and support; field experience a plus.
• Familiar with using CAD software.
• Network connectivity, LAN / WAN infrastructures
• Familiarity with technology differences of USB interface versions
• Remote Service
• Printer technology
• Experience developing technical training content.

Skills & Competencies

• Ability to work independently, as part of a larger team, and to lead teams.
• Ability to present a clear, concise, visual message through data, both in summary and detail.
• Knowledge of capture devices that convert documents into digital images of varying formats, computer peripherals and technologies, scanners, USB, etc.
• Working knowledge of Teams, Microsoft programs including PowerBI.
• Proficiency with Operating Systems. Familiarity with distributed computing environment, modern computer software architectures and software practices.
• Familiarity with all phases of hardware systems development & life cycle (analysis, design, development, testing, defect tracking / resolution, deployment, service, obsolescence, discontinuance).
• Basic Statistical analysis
• Work independently and as part of a larger team
• Orientation toward detail and thoroughness
• Aptitude to learn quickly.
• Excellent communication (verbal and written) and interpersonal skills.
• Excellent teamwork / collaboration skills.
• Work effectively in an environment where goals, specifications and priorities are constantly changing.
• Highly motivated, takes initiative and works with minimal guidance.
• Respectful and Professional

Compensation

$75K - 90K depending on experience.

Visa Sponsorship not available.

Kodak Alaris is an Equal Opportunity Employer and strong advocate of workforce diversity. Race / Color / Gender / Sexual Orientation / Gender Identity / Religion / National Origin / Disability / Veteran."

As a member of the Kodak Alaris team you will be eligible to participate in our flexible benefits program which include paid flexible time off, health, dental and vision coverage, paid sick leave, paid parental leave, 401(k) plan with company match, short-term and long term disability coverage and life insurance.

Other details

• Job Family Service
• Job Function Service Support
• Pay Type Salary
• Required Education Bachelor’s Degree
5 days ago