Senior Technical Support Specialist
1 month ago
As a Senior Technical Support Specialist at Markem-Imaje, a Dover Corporation company, you will be part of a team that delivers industry-leading professional After Sales Service.
We are looking for a highly skilled and experienced Technical Support Specialist to join our 24/7 support team. If you have experience in remote technical helpdesk support and are proficient in Microsoft Office, Outlook, and Teams, this could be the perfect opportunity for you.
The role involves identifying, researching, and resolving technical problems, responding to customer calls, emails, and personnel requests for technical support, and taking care of documents, tracking, and monitoring problems to ensure timely resolution.
You will be responsible for:
- Answering and handling customer calls, prioritizing according to contract or equipment type.
- Diagnosing faults, providing troubleshooting, and remote support to customers via phone, email, remote access, and fixing accordingly.
- Recording activities via logging and data entry into SAP/Salesforce.
- Determining if a visit from an engineer and/or parts order is required and coordinating with the dispatching team.
- Identifying spare parts or consumables and performing related activities, coordinating with the dispatcher to facilitate timely completion of on-site and in-house service repairs.
- Escalating to local Product Specialists or Business Unit Specialists if further support is required to resolve customer issues.
- Actively supporting the sale of service contracts, assisting Sales, Inside Sales representatives, and Service Engineers with system configurations and upgrades, providing input on ways to improve performance to generate Service revenue.
- Broadening knowledge and experience to improve product, application, and professional development skills, ultimately representing the company in a professional manner.
Key requirements include experience in Remote Technical Helpdesk Support, knowledge of electromechanical equipment, or experience within the packaging industry, proven ability to learn in technical areas, and excellent communication skills, both verbal and written.
In addition to a competitive salary (£35,000 - £45,000 per annum), you can expect a comprehensive benefits package, including training and development opportunities, a pension scheme, and more.
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