Job Description

The Company

Markem-Imaje is a wholly owned subsidiary of the US-based Dover Corporation and is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, and print and apply label systems.

Markem-Imaje provides global reach to over 50,000 customers with 30 subsidiaries, 6 technology centers, several equipment repair centers and manufacturing plants with the most comprehensive marking and coding portfolio available in the marketplace.

The Technical Support Engineer Level 2 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers, field support and internal & external partners around the globe. This includes new installation, pre & post production support. The Technical Support Engineer Level 2 will work on issues and provide a resolution to the customer in a timely manner according to SOPs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Provide technical post-sales support to Markem-Imaje internal and external customers by phone and email.
* Finding solutions on unique, complex or recurrent technical problems with software solution applications. The majority of troubleshooting will be conducted by remote access to customers application.
* Escalate product issues to the project manager when appropriate.
* Assist with testing software solutions.
* Remotely assist with onsite installation and commissioning of a software solution in conjunction with the project team.
* Phone support, and remote access of software solution applications with customers under support contracts.
* Answer calls and respond to email requests in accordance with service level agreements, SOPs and performance metrics.
* Identify sales lead opportunities for customers that contact the HelpDesk without a support contract. Escalate through the appropriate channels.
* Responsible for achieving and maintaining a level of customer satisfaction consistent with Systech quality guidelines and objectives.
* Develop and maintain technical and operational competency on Systech Software solution applications through study, training, hands on use, and field exposure.
* Paperwork, electronic transmissions, documentation and reports are to be completed accurately and on time according to the schedule and guidelines set forth by management
* Support all new Software solution product launches and introductions.
* Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
* Identify and escalate priority issues appropriately.
* Obtain and review Project Hand-over information from Services team.
* Perform all required tasks in a timely, professional manner and within service level objectives.
* Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers.
* Continuously strive to increase product and business knowledge.
* Participate in a department on-call rotation for regional hours of coverage.
* Act as a mentor for new HelpDesk personnel.
* Travel for classroom-based training purposes as needed.
* Provide recommendations for process improvement.

QUALIFICATIONS:

* A bachelors degree in computer science.
* At least two years of experience in supporting or delivering solutions within an industrial environment.
* Technical knowledge of Relational Databases (SQL Server) and some basic.NET programming skills.
* Knowledge of interfacing processes between IT systems.
* Basic knowledge of PLC logic.
* Knowledge of coding equipment is a plus.
* ISO9001 experience is a plus.
* Excellent written and spoken English is a must, additional languages are a plus.
* Experience utilizing call management and trouble ticketing systems.
* Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
* Demonstrate proper phone etiquette.
* Excellent oral and written communication skills.
* Effective listening skills.
* Possesses strong customer relation skills.
* Ability to prioritize appropriately and multi-task effectively.
* Strong team player.
* Demonstrates flexibility.
* Ability to work effectively under pressure in a fast-paced, changing environment.

EDUCATION and/or EXPERIENCE:

* The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3 years experience in providing customer/technical support on electronic imaging products or high-speed automation controls.
* Must have in-depth knowledge of various Microsoft Windows Operating systems.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The Site

Keene, New Hampshire is a small college-town where youll find a charming downtown Main Street teeming with shops, restaurants and a retro movie theater. Employees also enjoy a great range of outdoor activities close by such as skiing and hiking.

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.