L3 Product Service Engineer (Rochester) - Wellington Steele : Job Details

🎯 Core Purpose of the Role

In this role, you'll be the technical backbone of a global scanner portfolio. Tackle advanced troubleshooting across hardware, software, and networks, step in when complex issues need resolution, and play a key part in improving product performance and lifecycle costs. This is a hands-on role that blends problem-solving with big-picture impact.

🔑 Key Responsibilities

Technical Support

• Troubleshoot scanner hardware, network, and driver issues during pre-sales trials and for worldwide Level 2 service teams.
• Reproduce customer problems (sometimes with customer IT teams directly) and provide fixes.
• Escalate to dev/pro services when needed via JIRA.

Software/Driver Support

• Handle Smart Touch, Scanner Manager, Twain/ISIS drivers, etc.
• Knowledge of both Windows and Linux environments (basic Linux driver install, scan commands).

Product & Cost Analysis

• Monitor service data (field performance, call centers, repair depots).
• Lead discussions with regional/global teams to improve reliability, reduce costs, and drive profitability.

Collaboration with Development

• Feed insights from the field into Product Requirement Documents (PRDs) for new scanners.
• Work with commercialization/development teams to anticipate issues before product launch.
• Support beta and launch phases.

Knowledge Sharing & Training

• Create internal knowledge articles (for L2/L3) and self-help content for customers.
• Develop training programs (written + video) for field engineers and service partners.

Other

• Participate in all phases of commercialization (service reviews before milestones).
• Occasional travel (12x per year, domestic or international).
• Establish service support requirements and coordinate between business units worldwide.

🧰 Required Qualifications & Skills

Education: Bachelors in IT Networking, CS, or related.

Technical:

• Strong Windows + networking (LAN/WAN, security, topology, diagnostics).
• Ability to troubleshoot/reproduce scenarios.
• Basic Linux knowledge.
• Understanding of hardware/software/firmware interactions.
• Familiar with scanner/digital imaging hardware.

Soft Skills:

• Strong communicator (tech to non-tech).
• Time management + prioritization.
• Team player who can also work independently or lead when needed.
• Analytical thinker with some statistical analysis chops.

💡 What Makes This Role Unique

• Its a hybrid of tech support, product engineering, and cost analysis not just fixing scanners, but also feeding field learnings back into product design and financial decisions.
• Youre the bridge between customers, service teams, and development on a global scale.
• Its not purely a desk job youre influencing profitability and product roadmaps while still being hands-on with troubleshooting.