Engineer - Technical Helpdesk

Location:

Bhiwadi, RJ, IN

Work Arrangement: Onsite

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.

	Position Title: Engineer - Technical Helpdesk

	Reports to: Technical Helpdesk Manager
	Job Summary: Helpdesk team is the first point of contact for customers regarding printer-related queries and technical issues. The team is responsible for providing timely, accurate, and effective remote support through the various channel like phone, email, live chat, remote video support. By resolving issues within defined SLAs, escalating complex cases appropriately, and ensuring customer satisfaction, the Helpdesk plays a vital role in enhancing the overall customer experience and supporting business continuity. Core Responsibilities: 1. Handle incoming customer queries related to printers via (calls, emails, live chat) 2. Provide troubleshooting and remote resolution for technical issues 3. Ensure printer complaint logging and closure within defined SLA. 4. Support customers in using available tools, HD Tool, remote video, live chat, etc. 5. Proactively diagnosed and process break fix spare part under warranty / AMC contract. 5. Escalate complex cases to higher levels or regional teams where required. 6. Maintain customer satisfaction (CSAT/NPS) by delivering timely and effective support 7. Follow compliance, process, and documentation standards. 8. working in 24/7 in shifts Additional Responsibilities 1. Update the maintenance man accurately in the case/notification. 2. Guide and educate customer on CSAT, VA, Live Chats program & benefits 3. Create quality opportunities in the system related new printer, Spare part, AMC contracts via S2S program Key Competencies: Strong organizational and prioritization skills Excellent communication skills – both written and verbal Excellent customer service skills Have good problem-solving skills Good technical aptitude i.e. printers and parts Be able to work under pressure and to tight deadlines Must have an attention to detail Must show initiative, be flexible and adaptable SAP/WFM/ Planning system experience preferred but not essential Qualifications and Experience: 1.A Diploma in electronics, industrial electronics, Electronic & Communication/Electrical Electronics Engineering. 2. Preferable a Diploma in Electronics Engineering. 3. Background - minimum 2year of hands – on – experience in handling the printers or related industrial products, customer interaction, technical support will be an added advantage

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.

Attention Applicants: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact Drajesh@dovercorp.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.