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The Field Service Engineer (FSE) Installer at Xeikon plays a critical role in equipment installation, commissioning, and lifecycle technical support for our customers. This position is responsible for leading new system installs, upgrades, relocations, and ensuring successful handoff to production, in addition to ongoing service and maintenance.
The Installer will be the primary technical resource onsite, ensuring machines are installed to specification, fully operational, and optimized for customer production environments. This role requires strong technical expertise, project ownership, and customer-facing professionalism, along with the ability to troubleshoot and resolve issues across hardware, software, and workflow systems.
Installation & Commissioning
- Lead and execute new equipment installations, system relocations, and upgrades
- Perform machine setup, calibration, alignment, and full system validation
- Ensure all installations meet Xeikon specifications and customer production requirements
- Coordinate with internal teams (Project Management,TSS, Logistics) for installation readiness and execution
- Conduct operator handoff and basic customer training post-installation
- Verify system performance and achieve production sign-off with the customer
Technical Support & Troubleshooting
- Diagnose and resolve electrical, mechanical, and software issues during installation and post-install support
- Escalate complex issues to Technical Support (TSS) when required
- Maintain effective parts management, including RMAs and returns.
- Support preventive maintenance and system optimization after installation
Customer Experience
- Proactively communicate with customers regarding service issues and promptly address their concerns
- Keep customers informed about the current onsite ETA
- Collaborate closely with customers to understand their technical needs and challenges
- Ensure punctuality and leave the site in a better condition than upon arrival
Administration
- Keep SMAX work orders current: Installation reports,Labor time, activity logs, RMAS
- Accurately mark machines up and down in real time Via SMAX
- Provide detailed activity logs on troubleshooting, resolutions
- Ensure time cards are accurate and entered daily
Continued Self based Training
- Complete all necessary Litmos classes before due dates
- Participate in training programs to enhance technical skills.
Expenses
- Ensure all expenses are submitted the following Monday of travel
- Book travel as early as possible to secure the best rates for flights, hotels, and car rentals
Position Requirements
- High School diploma or GED required; Associate’s or Bachelor’s Degree preferred and/or equivalent experience
- Prior experience in break/fix, electrical/mechanical repair preferred
- Ability to travel frequently, both domestically and internationally, by car and plane
- Valid Driver's License required
- Excellent judgment, discretion, and problem-solving skills
- Customer service-oriented with the ability to remain calm and professional in stressful situations
- Detail-oriented with the ability to work effectively under pressure while meeting deadlines
- Proficient in Internet software, E-mail, Microsoft Excel, and Word
- Knowledge of the printing industry is a plus
- Ability to lift and/or move various weights, including up to 100 pounds
- Willingness and availability to work various hours, including weekends and on-call
- Ability to work independently without direct supervision
- Ability to travel up to 100% is required
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