Job Description

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.

What you will do:

• 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

What you need to have:

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

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, colour, religion, sex, sexual orientation, gender identity, national origin, disability, age and genetic information.

What we offer:

• Competitive salary and benefits
• Year bonus based on personal and team goals
• Work arrangement: Hybrid, attend the office Tuesday and Thursday.
• Defined career path in the Software team
• Other possible career paths
• Onboarding and training process
• Performance based yearly merit increase
• Health Insurance for employees and legal dependents total paid by the company
• Dental help
• Life Insurance
• Vouchers for groceries
• Saving Fund
• Employee Assistance Program
• Defined career path in the Remote Service organization

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, 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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