Technical Support Specialist

3 weeks ago

Saint Ives, United Kingdom LINX Full time

Linx is a global provider of industrial coding and product marking solutions that are used on production lines across the world. As a leading player in both the continuous inkjet and laser marking industries, we hold a large and growing worldwide market share, achieved by continuing emphasis on engineering excellence and top-tier products, outstanding marketing, customer service, and professional management.

Linx is also one of the leading providers of Industrial Internet of Things (IoT) solutions in coding and marking, which includes cloud computing and analytics, that support Industry 4.0 initiatives and the future of the smart factory.

**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 help 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 2" 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.

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.

**Your other duties and responsibilities include**:

- 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, 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 with regards to 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.
- A background in engineering/electronics. This could have been gathered through education or work experience
- Skills or experience in troubleshooting
- Customer Service drive and focus with proactive approach
- Prioritize multiple tasks effectively
- Ability to work as part of a team
- Willingness to travel (when required) and learn new technologies
- Previous work on a technical helpdesk, as a Field Service Engineer or a workshop / test environment would be an advantage
- Laser or Continuous Inkjet experience in printing and coding industry is desirable

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful **Danaher Business System** tools and the stability of a tested organization.

At Danaher, 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.

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