Technical Support Specialist

7 months ago

Saint Ives, United Kingdom LINX Full time

Technical Support Specialist

Office based in St Ives, Cambridgeshire, UK

Interested in working for an international and diverse company?

Interested in developing your career in a leading manufacturing, printing and coding industry?

Looking to use your troubleshooting skills?

If so, read on

Linx Printing Technologies, is a leading global provider of coding and marking solutions for date and batch coding of products and packaging across manufacturing industries. You will be part of a flexible, family-friendly organization that cares about its people just as it cares about the environment.

**As a Technical Support Specialist**, you will be part of a team that looks to assist Linx customers, distributors and OEMs worldwide in problem-solving, answering detailed technical questions about Linx products and helping develop their technical and customer service knowledge and processes.

This role covers all Linx printing technologies Including Laser CIJ, TJ, TT and IJ. Most of our customer technical support questions are handled through our distributors, so this team handles "level 3" technical queries.

You would be part of a committed team who work together to problem solve on behalf of our customers, and there would likely be some limited travel opportunities too, to meet key partners worldwide. There are plenty of opportunities to be involved in the new product introduction, development opportunities with cross-functional teams, and interacting with the wider business. There are also laboratories and workshops in which there can be hands-on practice and diagnosis of the technology.

The role is full-time and is based at our UK modern head office in St Ives, Cambridgeshire. The wider team is international, with a core in the UK but other members based in the US and China.

There is a requirement for some national bank holidays to be worked (shared out between the team) with days-off-in-lieu given for any bank holiday worked.

**In this role, a typical day will look like**:

- Handle and resolve technical issues raised by Linx customers and distributors (through tickets and phone calls), giving detailed and quality responses within agreed response times.
- Build successful relationships and partnerships within our distributor network.
- Lead regular conference calls to review open issues and coach distributors.
- When necessary, visit distributors and customers to provide sales and service support, assist with on-site problem resolution and ongoing technical issues, and develop and implement action plans to assess and improve their technical capability.
- Establish effective links across the organization to collaborate on raised cases and report findings from field failures.
- Contribute to other projects within the business (e.g. new product development) to provide the customer and service engineer perspective.
- Ensure department targets and objectives are met concerning customer satisfaction, case response time, case first-time fix and number of closed cases.
- Develop the Technical Support Knowledge Base to help distributors in quick finding the correct solution to the problem.
- Authorize returns of faulty parts from the customers.
- Assist with the sample marking service when required.

Essential Requirements for this Role
- A minimum of 3 years working within engineering/electronics and/or Technical Help desk or Field Service Engineer role.
- Education (NVQ level 3 or degree) in engineering or electronics through formal qualifications or significant experience
- Skills or experience in troubleshooting Within a Global market With Distributors in Multiple countries
- Customer Service drive and focus with a proactive approach
- Willingness to travel (when required) and learn new technologies Estimated at 20% of your time

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.

**Unsolicited Assistance

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