Engineer - THD

Date: Jan 25, 2023

Location: Bhiwadi, RJ, IN

Company: Dover Corporation

Markem-Imaje is a wholly owned subsidiary of the US-based Dover Corporation 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.

Roles & Responsibilities:
• Achieve call avoidance ratio target
• Provide resolution to customers within 2 hours of receiving the call
• Support customers with alternate / optimum solution as best suited.
• Keep track of Retrofit kit fitment.
• Circulate, track & implement the guidelines as per TB received.
• Raise & resolve any concern reported by the customers on Installation reports/ Service reports
• Maintaining and updating helpdesk reports.
• Escalate technical issues to relevant product specialist/ TS.
• Good understanding of operators (customer) capabilities and advice for further training if required.
• Manage & keep record of regional stock movement.
• Contribute Technical suggestions in Technical Forum.
• Maximize utilization on available tools RVS, MIVA, SPELOG and Agent Cloud.
• Responding to the customer queries via chats, email, or phone.
• Log all help desk interactions into SAP
• Follow up to the customer for full resolution of the issues.
• Requesting Customer to share feedback for improving process.
• Escalate if needed or unresolved problem to the next level.

Key Competencies:

• Technically efficient and hands on, on all MI technologies.
• Excellent customer service skills
• Excellent problem-solving skills
• Ability to exhibit a respectful, professional & convincing communication style.
• Team Player
• Persuasion & negotiation skills

Qualifications and Experience:

• Graduate/ Diploma in Electrical or Electronics stream.
• 3 -8 years of field experience of working on Industrial Inkjet printers.
• Hands on with all technologies of printers.
• Thorough knowledge of geography.
• Good knowledge of oral & written skills in English & local language


Markem-Imaje is an Equal Opportunity Employer M/F/H/V

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