Design Support Engineer | Vendor for Metal 3D printers and software solutions

• Feb 2023 - Present

Metal 3D Printers vendor and Engineer3D Software Solution Metal 3D Printers vendor and Engineer3D Software Solution

Advanced Technical Support (ATS) Engineer for EMEA (/WW) - Large Format Printing

• Jun 2014 - Aug 2022

Advanced Technical Support (ATS) Engineer covering EMEA region with Large Format Printing (LFP) experience spread to World Wide range. Subject matter expert dedicated especially for EMEA complex large format cases. Hardware engineer for HP Designjet printers and HD/SD technology scanners, HP Latex printers and HP PageWide XL printers/SD scanners series with folders and dedicated software solutions. - EMEA Call Centers’ complete support (call calibrations, knowledge spread, trainings), - Providing support for direct & indirect onsite workforce 1st - level EMEA region Customer Engineers (CEs) (service qualifications, knowledge spread, assistance, trainings), - Trainer receiving technical trainings and re-delivering certified technical trainings for 1st level: onsite workforce and remote support – call center agents, - Managing completely technical elevations’ resolution path and business escalations with Commercial Solutions, - Supporting complaints and escalations coming from Customer Relation Teams (CRT), - Support for business: pre-sales teams and business development (special contracts, key customers & partners, company bids), - Managing 3rd level technical elevations and collecting feedback about products to the Division, - Support for Prototypes units: managing special contracts, installations, repairs, handling special hidden tests, gathering useful information for product Division to catch prototypes early failures, improve robustness, collect and provide customer’s experience and address their needs, applying products quality improvements. Show less

LFP Country Specialist

• Jun 2008 - May 2014

Large Format Printing (LFP) Country Repair Specialist dedicated to HP DesignJets Core products (printers & HD/SD scanners)/HP Solvent/Latex printers and software solutions, providing both: front-end and back-end second level support. - Hardware engineer for Customers direct care (onsite visits and remote support), - Tech support assistance to improve service KPIs by tech debriefing/trainings for 1st level Call Center Agents/Mentors, - 2nd level support engineer to assist 1st level onsite workforce – Customer Engineers (CEs): direct (HP CEs) & indirect (SubCo & Partners’ CEs), providing tech debriefs/trainings, - Supporting/handling complaints from country Customer Relation Team (CRT), - Managing 3rd level technical elevations and providing feedback to product Division – R&D (Bcn), - Business support: pre-sales and post sales business cases. Show less

LFP Field Support Engineer

• Apr 2005 - May 2008

Large Format Printing (LFP) HP Certified Field Support Engineer (FSE) for Scitex Vision XL/GrandJet Series -> XP Scites XL Series, HP DesignJet 8000/9000/10000/Seico Epson printer Series, HP Indigo sheetfed Series, Scitex Vision TurboJet & CoreJet Series, MIMAKI Engineering Series JV & JF, ColorSpan -> HP H Series, XANTE Ilumina Presses, Fotoba Cutters WR/XL, ESKO - Kongsberg Cutting Tables, CALDERA, ONYX and other RIP vendors with Color Management. Dedicated to support customers with industrial solvent/eco-solvent & UV ink printers with piezoelectric head technology. - Customers’ area preparation, - Units and RIPs, or other software Installations and calibrations at customer location, - Performing unit operators and Color Management trainings. Show less

Service Technician & Call Agent

• Apr 2005 - Sep 2005

Field Service Technician

• Sep 2004 - Mar 2005

Service Technician at Authorized Service Provider of Konica-Minolta Service Technician at Authorized Service Provider of Konica-Minolta