Customer Experience Manager - Printing Industry

Vanguard Durst Digital Printing Systems is the leading manufacturer of UV Flatbed, Hybrid and Roll to Roll printers for signage, decor, corporate, industrial, and packaging.

Vanguard's mission is to deliver the best ownership experience in the wide format market to our customers. This is accomplished by offering the highest levels of service, outstanding communication, technology, and customer care.

We create, foster, and nurture a culture of caring about our customers, vendors, and employees which shows in every interaction internally and externally.

At Vanguard, you aren't just an employee - you are family. From day one, you'll be welcomed into our team of dedicated, talented, friendly people who will provide all the support you need to be successful.

The Experience Center is the main showplace for the full line of Vanguard Digital Printing Systems printers. Comprised of true Flatbed, Roll-to-Roll, and Hybrid printers, the Experience Center hosts a wide variety of activities.

The foremost purpose of the facility and position is to demonstrate the printers' capabilities during in-person and virtual demonstrations as well as the output of samples for prospective customers.

The Experience Center also hosts User Workshops on a quarterly basis for existing customers wanting to get a more in-depth knowledge of the printers and their capabilities.

Responsibilities

The Customer Experience Manager is responsible for delighting customers through the day-to-day operations of the Vanguard Customer Experience Center.

Specific duties include but are not limited to the following :

Demos : Manage schedule, prepare equipment and perform demonstrations in a professional, engaging manner.

Samples : Create and manage a supply of general sample boxes as well as coordinate and produce customer specific sample requests.

Sales : Work with Vanguard and dealer representatives to ensure accurate information is provided regarding equipment capabilities and performance expectations.

Maintenance : Ensure the Customer Experience Center and all equipment therein are maintained properly.

Service and Support :

Work with onsite technicians to resolve customer related issues.

Support customer questions related to RIP and color output.

Create training videos with graphic designer to aid customers and technicians.

Create and maintain documentation on best practices for customers and technicians.

Participate in workshop Q&A on RIP and best practices.

R&D : Report and troubleshoot issues, test new developments such as software, firmware, etc, participate in ink testing / evaluation, evaluate RIP compatibility and features.

Marketing :

Work with marketing team to ensure printers and materials are ready for tradeshows.

Work with graphic designer to create and output print files appropriate for tradeshows and other industry events.

Oversee industry award submissions.

Attend tradeshows; engage customers and assist in showcasing our printers.

Qualifications

5+ years of experience in wide-format print production or manufacturer demo room environment, preferably with specific concentration in UV Flatbed printing

Color Management experience / certification a plus

Ability to pass a colorblindness test

Build accurate profiles for specific output as well as general use

In-depth knowledge of various RIP software; Onyx a must, Caldera a plus

Advanced proficiency in Adobe Creative Suite including Illustrator, Photoshop, InDesign and Acrobat.

Proficiency in video editing software and on-camera presentation a plus.

Consistently demonstrate Vanguard Values : initiative, willingness to assist, open and adaptable, accountable, critical thinker

Effectively take full ownership and leadership of the customer experience and generate creative solutions to help close the sale of Vanguard printers

Outstanding interpersonal and communication skills

Experience working effectively alongside sales staff

Understanding of cause and effect when troubleshooting

Ability to effectively prioritize and meet deadlines

Ability to comfortably pivot from one task to another as conditions change

Ability and willingness to travel - less than 25% of time

Ability to stand for long periods of time

Ability to lift / handle 4x8 sheets of material - up to 30lbs