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Technical Support Engineer - Phone Based Role in Wood Dale, Illinois at Videojet

Date Posted: 1/29/2019

Job Snapshot

Job Description

Job ID: VID004968

About Us

WHY VIDEOJET
We invite you to Imprint the WORLDTM on an exciting journey of continuous improvement! Every day, 4,000+ associates in over 38 countries work together to achieve amazing results as One Videojet. From freshness dating to track and trace coding, Videojet technologies help ensure products sold across the globe are authentic and safe for consumers to use in the food, beverage, pharmaceutical and industrial marketplaces.


As a global leader in the marking and coding industry, our continued growth brings an opportunity for you to chart the course and drive your own career success. As a Videojet associate you will:
• ENGAGE in bringing consumer brands to market globally.   
• DRIVE results with the Danaher Business System (DBS). 
• REALIZE your potential! 



Description



POSITION SUMMARY

Videojet Technologies elevates the technical support experience for both the customer and the associate with the largest cloud connected installed base of devices in manufacturer packaging side of the facility.  This position is responsible for providing direct technical and applications support a wide range of Videojet’s marking and coding industrial products.  Leveraging our cloud service solution Videojet Remote Service, we can remotely repair critical customer issues and give the Technical Support Engineer the benefits of onsite troubleshooting capabilities with limited need for travel.
This role provides a significant runway for career advancement with opportunities to expand responsibilities into new product development, global escalations, and cloud base products.


KEY RESPONSIBILITIES

  • Provide remote support to both Videojet Service Engineers and customers via phone, email and Videojet Remote Service (Cloud-based dashboards and remote printer access). Responsible for creation and maintenance of knowledge articles to be used internally and/or externally regarding training, best practices, solutions or process as it relates to products, environments, and related technologies.
  • After ramp-up period of product knowledge, provide onsite support for critical installations, projects and key customer escalated technical issues.
  • Support the sales team in selecting the right product for specific customer applications.
  • Document and log all technical support cases (tickets) into SalesForce.
  • Achieve targeted phone response rates and number of printer remote recoveries by leveraging Videojet Remote Service. 



 

Job Requirements



Qualifications

QUALIFICATIONS
 
  • Associates degree in Electronics or Bachelor of Science degree in Electrical Engineering or related technical degree.  Similar technical work experience acceptable.
  • Ability to independently resolve more complex issues requiring detailed systems and applications knowledge
  • Ability to problem solve, work in a dynamic environment, and deal successfully with stressful customer equipment down situations
  • Excellent customer service skills, including excellent verbal communication skill
  • Good technical writing skills
  • Up to 10% travel required
     
     
    BENEFITS
     
  • Competitive salaries
  • All benefits start on first day (medical, dental, vision and 401K)
  • Career development opportunities
  • On-site fitness facility
    Videojet Technologies Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.





Danaher Corporation Overview

ABOUT DANAHER
Danaher is a science and technology innovator committed to helping our customers solve complex challenges, and improving quality of life around the world. 


Videojet is part of a global family of 20+ operating companies who drive meaningful innovation in some of today’s most dynamic, growing industries. With operating companies based around the world – our groundbreaking  businesses operate across four strategic platforms:
• Product Identification
• Water Quality
• Dental
• Life Sciences & Diagnostics


We are proud to say that we’re a Fortune 150 company of 59,000 dedicated associates who are Helping Realize Life’s Potential every day by bringing our diverse skills, backgrounds and perspectives together to make a  difference.