Technical Support EngineerDover Corporation

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 Support Engineer (TSE) 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 around the globe. This includes new installation, pre & post production support. The TSE serves as the first escalation point within the Customer & Training Services (CTS) organization and is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed. The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOP's.
What you will do:
Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
Product support, software usage assistance & operational advice
Problem diagnosis, root cause analysis & corrective action
Escalation point for issues being escalated from Level 1 globally
Handle requests presented from any customer, partner or site worldwide
Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics, escalate priority issues appropriately
Handle cases assigned over, due to differences in time zones & work balancing
Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary
Generate Out of Production notifications
Continuously transfer knowledge by reviewing escalated cases with Level 1
Assign product licenses
Process service generated RMAs
Obtain, review and approve Project "Hand-over" information required by CTS to support customers/partners, in accordance with SOPs
Perform all required tasks in a timely, professional manner and within service level objectives
Provide responsive and effective solutions
Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
Continuously strive to increase product and business knowledge
Provide product training to Level 1 and act as a mentor to new CTS personnel
Travel for training purposes and to provide "on-site" support to global customers, as needed
Provide backup to Level 1 Support, as needed
Provide recommendations for process improvement, ad hoc reports and perform other support & office duties, as assigned
What you need to have:
The ideal candidate shall have a Degree in Computer Science or Electrical Engineering/Electronics, and/or a minimum of 3 years of experience in providing customer/technical software support.
Experience in providing technical support to possessing strong customer relations skill
Experience utilizing call management and trouble ticketing systems
Excellent oral and written communication skills. Must speak fluent English and bilingual highly preferred
Willingness to work in shift (rotating 3-4 weeks)
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
Ability to prioritize appropriately, multi-task effectively, and work effectively under pressure in a fast-paced.
Strong problem-solving, analytical, follow-up skills, and detail-oriented
Must have in-depth knowledge of various Microsoft Windows Operating systems,
Basic knowledge of SQL/XML/XSLT and Networking
Basic understanding of Manufacturing/Packaging industries
Knowledge of Electronics, specifically AC/DC circuits and ohms law
Ability to travel 5-10% to customer site as needed (not mandatory)
You'll only be the right candidate if you are 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, then apply! We can't wait to hear from you
#LI-DNI
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.
This position may be located in: APAC : Philippines : Makati City : Makati City
Sub Division : Other Business Funct Philippines
Job Requisition ID : 44918
Dover Corporation

Makati City, Metro Manila
Permanent
Full-time