Engineer Technical Helpdesk
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Job Summary
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:
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 for assistance with an accommodation. Kindly specify Job Requisition Number / Job Title and Location in response.
Required Experience:
IC
Key Skills
- Accounts Receivable
- Fund Management
- Apache Tomcat
- ABAP
- Bank Reconciliation
- Fiber
About Company
Dover is a diversified global manufacturer and solutions provider with annual revenue of over $8 billion. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engin ... View more
