Technical Support Specialist - Engineering
Wood Dale, IL

Job Description

POSITION SUMMARY

Videojet Technologies elevates the technical support experience for both the customer and the associate with the largest cloud connected installed base of devices in manufacturer packaging side of the facility.　 This position is responsible for providing direct technical and applications support a wide range of Videojet's marking and coding industrial products.　 Leveraging our cloud service solution Videojet Remote Service, we can remotely repair critical customer issues and give the Technical Support Engineer the benefits of onsite troubleshooting capabilities with limited need for travel.

This role provides a significant runway for career advancement with opportunities to expand responsibilities into new product development, global escalations, and cloud base products.

KEY RESPONSIBILITIES

* Provide remote support to both Videojet Service Engineers and customers via phone, email and Videojet Remote Service (Cloud-based dashboards and remote printer access). Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies.


* After ramp-up period of product knowledge, provide onsite support for critical installations, projects and key customer escalated technical issues.


* Support the sales team in selecting the right product for specific customer applications.


* Document and log all technical support cases (tickets) into Sales Force.


* Achieve targeted phone response rates and number of printer remote recoveries by leveraging Videojet Remote Service.



QUALIFICATIONS



* Associates degree in Electronics or Bachelor of Science degree in Electrical Engineering or related technical degree. Similar technical work experience acceptable.


* Ability to independently resolve more complex issues requiring detailed systems and applications knowledge


* Ability to problem solve, work in a dynamic environment, and deal successfully with stressful customer equipment down situations


* Excellent customer service skills, including excellent verbal communication skill


* Good technical writing skills


* Up to 10% travel required



BENEFITS

* Competitive salaries


* All benefits start on first day (medical, dental, vision and 401K)


* Career development opportunities


* On-site fitness facility



Videojet Technologies Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.