What you will do
Be the First Point of Contact for Technical claims for all Markem-Imaje printer models
Handle calls, emails and chat from international customers within SLA’s.
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.
Identify and prioritize issues actively.
Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history maintained within Case management system.
Identify sales opportunities for customers that contact the Remote Service, Escalate through the appropriate channels.
Build a trust relationship with our customers by:communicating proactively on ticket updatesparticipating in meetings with several stakeholders to collect information and set an action planfollowing up internally with other teams to ensure a solution is delivered on time
What you need to have
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.)
Experience with a ticket management system is a plus
Good soft skills, setting the right expectations and being assertive with the customers
Good reasoning ability by clearly defining problems, analyzing data and establishing facts
Effective listening skills
Customer and result driven
Ability to prioritize appropriately and multi-task effectively
Strong team player
Ability to work effectively under pressure in a fast-paced, changing environment.
Flexibility to work in shifts (morning, afternoon)
Excellent written and spoken English. French, Spanish or Dutch is a plus
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
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.
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