Job Description

This position is responsible for the organizational product engineering activities and advanced technical solution support for the entire life-cycle of Quadient products. The role requires an individual to use independent thought and creativity in addition to their knowledge, training, and experience to solve complex problems and develop new solutions. The ideal candidate will be an individual who is driven, detail-oriented, and technically competent. Experience with Quadient's solutions is preferred.

Key Responsibilities

Engineering

• Lead "launch go to market projects" representing Product Engineering and Service for new applications and solutions being introduced to our marketspace.
• Partner with relevant internal departments to assist in developing new products by recommending performance standards, specification guidelines, evaluating designs, and incorporating internal and external feedback
• Collaborating with Marketing, Product Management, Sales, R&D, Field Service, Customers, and External Partners on contributing to the design of the products for the market
• Attend and contribute to product review meetings focused on product performance, reliability, and quality
• Lead Process Improvement and New Initiative Projects with a set objective and timeline. Act as facilitator by calling meetings and assigning tasks as needed with any resource in the organization
• Work with factory and R&D to provide solutions for known mechanical problems and software bugs.
• Developing and modifying business processes for customer satisfaction improvement
• Authority to pass/fail new solutions or revisions from going to market
• Assist with configuration development of Digital Printing solutions with integration to inserters
• Responsible for determining when Technical Service Bulletins or Advisories are required and creating them, when necessary, along with any other required documentation such as Knowledge Base web content and training materials
• Develop Solution Test Plans and conduct lab and field beta testing to ensure products satisfy the following: compliance with Postal Regulations (when applicable), Functional Specifications, general design parameters, and customer expectations
• Visit Factory, R&D and External Partners as needed to facilitate product development/improvement and obtain new product training.
• Completes customer visits where necessary and work with all departments to ensure customer expectations are exceeded

Support

• Provides "Tier-3" advanced technical support of new, current, and legacy products and solutions regarding escalated issues from customers and/or Field Service teams by replicating issues, identifying bugs, and developing solutions without any scripts or support documentation
• Work with customer's IT departments to troubleshoot difficult network connectivity issues
• Support and attend trade shows to help organize, set up, and support products during show
• Create/update/distribute supporting documentation (operations, parts, service)

Training

• Develop and create customer and technical training videos and other digital content
• Assist with developing and reviewing technical training course content and conducting classes as required
• Supports all members of the Tier-2 Technical Support, Technical Training, and Field Service teams by providing supplemental training and information on new products, special tools, new technologies, and/or best practices

Qualifications

• Minimum two-year degree in technical related area. Four-year degree preferred
• 7+ years minimum advanced technical or engineering experience with B2B Office equipment and PC applications and/or cloud-based solutions
• Able to work independently with little guidance.
• Project management skills
• Network+ and/or SQL certification desired
• Knowledgeable in Microsoft Windows and Office365
• Technical writing skills
• Knowledge of Salesforce preferred
• Able to travel 35% of the time

Additional Information

Why Quadient?

At Quadient, we are transforming service through software-driven solutions. This role is central to advancing our capabilities, improving customer outcomes, and enabling growth through innovation.

Rewards & Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

Smart Work at Quadient
At Quadient, our Smart Work approach fosters connection, collaboration, and innovation while offering flexibility based on role requirements. Whether on-site, hybrid, or remote, our work environments are designed to support productivity and engagement. Hybrid employees balance remote and in-office work, on-site roles contribute daily to our vibrant workplace culture, and remote employees stay connected through virtual collaboration and in-person events. No matter where you work, you'll be part of a dynamic, people-first community that drives success together.

Be yourself at Quadient
Our values define how we work as a team: Empowerment, Passion, Inspiration and Community. They inspire us to be EPIC. Together. What makes Quadient different is how different we are. We're a team of individuals with one goal but many perspectives. When you connect with Quadient, you become part of a community that cares - in a culture that embraces differences and values every voice.

We will consider any reasonable modifications to the interview process. If you require any assistance with the application process, please email us at [email protected]

People. Connected.