Application Specialist - Customer Support in Wood Dale, Illinois at Videojet

Date Posted: 5/10/2018

Job Snapshot

Job Description

Job ID: VID003996

About Us

Videojet Technologies, Inc. is the global leader in the manufacturing of coding, printing and marking products. This high technology product prints variable information, such as expiration dates on grocery products, packaged goods, pharmaceuticals or catalogues. As the market share leader, we have operations in over 30 countries with 2600 employees worldwide.

A wholly owned subsidiary of Danaher Corporation (www.danaher.com), Videojet is the core of the $800 million Product Identification Platform. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused and growth-oriented, guided by the phenomenally successful Danaher Business System. Working at Videojet, gives you access to a robust career development process and challenging, “stretch” opportunities.

Description

This position is responsible for providing direct technical and applications support for all Videojet products. Support will be provided primarily via phone during regular business hours, but will also include support via email.  Daily activities include:  Initial phone/email support for all technologies, comprehensive support for routine call types such as part numbers and documentation request, Case creation and Work Order generation.  Secondary activities include: Technical writing to generate Field Service bulletins and Articles, Advanced training on products, Daily Visual Management participation and reporting, Occasional on-site training or support.


KEY RESPONSIBILITIES:
• Serve as technical support specialist for all technologies.
• Provide competent technical support by answering questions from CSEs, customers and other internal parties for assigned projects / products.  Demonstrate proficiency by quickly gathering pertinent data, recommending corrective actions and following-up with internal and external customers to ensure issue closure/resolution.
• Utilize technical expertise and standard work to achieve First Contact Resolution (FCR) performance metrics measured by our phone ticketing system’s daily/monthly results.
• Manage SalesForce cases and call logs for all incoming support inquiries.
• Identify and enter Lead opportunities while handling support inquires.
 
KEY PERFORMANCE INDICATORS:

• Phone Response:  Answer 85% or greater of offered calls in 10 seconds or less.
• Calls Abandon:  Less than 3% of calls offered abandon.
• Article Attachment:  Article attachment rate of 80% or greater for cases.
• Case Effectiveness:  Resolve 50% of calls/cases received
• Article Creation: Create or edit 36 published articles

Job Requirements



Qualifications

• Education and/or Experience
• BS in Electrical Engineering or related technical degree
• AAS technical degree
• Three (3) to Five (5) years’ experience in Technical Support or Call Center environment
• Excellent written & verbal communication skills
• Strong stand-alone troubleshooting ability



Danaher Corporation Overview

Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 years.

At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We’re innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you’ll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team.