Technical Support Level 1 - Hardware/Software

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.

The Role:

The Technical Phone Support Representative 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 for US and Canada. This includes new installation, pre & postproduction support.  The Technical Phone Support Representative will work on issues and provide a resolution to the customer in a timely manner according to SOP’s.

Job Responsibilities:

• Receives and responds to telephone, Live Chat and email inquiries from customers in need of Software and technical support for all Markem-Imaje printer models.
• 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.
• Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history maintained within MI Sales Force System.
• Create and update Sales Force cases, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary.
• Identify sales opportunities for customers that contact the Help Desk, Escalate through the appropriate channels.
• Responsible for achieving and maintaining a level of customer satisfaction consistent with Markem-Imaje quality guidelines and objectives.
• Develop and maintain technical and operational competency on Markem-Imaje equipment through study, training, hands on use, and field exposure.
• Identify and escalate priority issues appropriately.
• 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.

Job Requirements:

• 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.)
• Computer Skills: Windows, Word, Sales Force and SAP a plus.
• Knowledge of coding equipment is a plus.
• Excellent written and spoken English is a must, additional languages are a plus.
• 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.
• Available to support after hour shift until 11PM, 1-week intervals, 5 times per year.

The right candidate will be 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, apply! We can’t wait to hear from you!

#LI-REMOTE

#LI-HA1

#SWE

Work Arrangement : Hybrid  

Salary Range : $24.00   - $29.00  

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position’s responsibilities, a candidate’s work experience, a candidate’s education/training, the position’s location, and the key skills needed for the position.  Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

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 keenehr@markem-imaje.com for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.

Job Function : Other