Hardware Remote Support

Dover Corporation

5d•Hybrid

About The Position

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes. As a member of the Markem-Imaje Remote Support team, you will be part of a global organization that provides remote technical support on automated labelling, coding and traceability solutions for customers in a variety of markets such as Food & Beverages and Pharma. You will have the opportunity to be among the first hires in the development of two new Remote Service Hubs strategically located to offer best in class 24/7 remote services to accelerate the pivot from a “break-fix” model, reliant on dispatching field technicians onsite, to a “predictive and remote” support model. The hubs will be reinforced with lab facilities showcasing all key Markem-Imaje Hardware & Software technologies to enable effective customer support and technical skill growth. The expansion of the Service Hubs also aims at concentrating knowledge and technical expertise in one physical location to accelerate learning among teams, collaboration with other services and provide an exciting career path. New hires will complete in-person training in the office Monday through Friday for the first 2 weeks, 8:30am-5:30pm. Once training is complete, flexibility to cover shift hours 9:00am-6:00pm will be required to support our international customer base, working in a hybrid environment with 3 onsite office work days to include Tuesday, Thursday and another day of your choosing.

Requirements

At least two years of experience in industrial technology required and customer management experience.
Excellent knowledge of electrical, electronic, pneumatic, hydraulic, and mechanical system theory and operation
Strong soft skills, setting the right expectations and being assertive with the customers
Strong reasoning ability by clearly defining problems, analyzing data and establishing facts
Effective listening skills
Customer and result driven
Ability to prioritize appropriately and multi-task effectively
Provide remote support using available tools (Mavenoid Copilot, Remote Video Support, Live Chat etc.
Strong team player
Ability to work effectively under pressure in a fast-paced, changing environment.
Flexibility to work in shifts in the future (morning, afternoon & weekends)
Excellent written and spoken English.
Availability to travel for project-related activities or training. (<5%)

Nice To Haves

Associate degree from a technical college preferred
Experience with a ticket management system is a plus

Responsibilities

Be the First Point of Contact for Technical claims for all Markem-Imaje printer models
Handle inbound calls, emails and chat from international customers within SLA’s.
Develops and expands knowledge of specific customer applications for all company products to better respond to customer issues, problems, concerns and requests.
Develops a detailed understanding of the technical specifications and environmental requirements at customer sites necessary for the optimal installation, operation and maintenance of the company’s products.
Identify and prioritize issues actively.
Adhere to defined service support process and global quality standards.
Analyze symptoms using remote diagnostic tools and self support tools.
Support preventive and predictive maintenance initiatives.
Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history maintained within Case management system.
Identify sales opportunities for customers that contact the Remote Service, Escalate through the appropriate channels.
Support onboarding and mentoring of future team members.
Build a trust relationship with our customers by: communicating proactively on ticket updates participating in meetings with several stakeholders to collect information and set an action plan following up internally with other teams to ensure a solution is delivered on time