Remote Service Engineer
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Job Location:
Makati City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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 M-I HW & SW 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.
What you will do:
- Be the First Point of Contact for Technical claims for all Markem-Imaje printer models
- Handle calls emails and chat from international customers within SLAs.
- 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 companys products.
- Identify and prioritize issues actively.
- 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.
- 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
What you need to have:
- Associate degree from a technical college recommended.
- At least two years of experience in industrial technology required and customer management experience.
- Excellent technical skills (mechanical electrical computer electronic etc.)
- Experience with a ticket management system is a plus
- Good soft skills setting the right expectations and being assertive with the customers
- Good 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
- Strong team player
- Ability to work effectively under pressure in a fast-paced changing environment.
- Flexibility to work in shifts (morning afternoon)
- Excellent written and spoken English. French Spanish or Dutch is a plus
Youll only be the right candidate if you are aligned to our values and culture:
- Collaborative entrepreneurial spirit
- Winning through customers
- High ethical standards openness and trust
- Expectations for results
- Respect and value people
If you believe you match our values and have the experience were looking for then apply! We cant wait to hear fromyou
All qualified applicants will receive consideration for employment without discrimination on the basis of race color religion sex sexual orientation gender identity national origin protected veteran status disability age genetic information or any other factors prohibited by law.
#LI-DNI
Required Experience:
IC
Key Skills
- Debugging
- Computer Networking
- ConnectWise
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- Technical Support
- Troubleshooting
About Company
Dover is a diversified global manufacturer and solutions provider with annual revenue of over $8 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engin ... View more
