Remote Service Engineer

Dover Imaging & Identification (DII) is a segment of Dover Corporation that includes the following brands: Markem-Imaje, Blue Bite, Solaris Laser, Systech, MS Printing Solutions and JK Group. We design, manufacture and deliver industrial equipment, consumables, software and services solutions for the marking & coding, consumer engagement, product traceability, authentication, and digital textile printing markets.

With more than 40 offices and over 3,000 employees worldwide, DII has a presence in +28 countries and offers numerous job opportunities globally. If you're looking for an international, multidisciplinary and collaborative environment that offers a world of opportunities, come join us at DII.

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 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.
• 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 updatesparticipating in meetings with several stakeholders to collect information and set an action planfollowing 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

You’ll 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 we’re looking for, then apply! We can’t wait to hear from you

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.

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