Software Support Engineer in Ghent, Belgium at Esko

Date Posted: 3/8/2018

Job Snapshot

Job Description

Job ID: ESK002493

About Us

Esko is the worldwide market
leader with software for packaging buyers, designers and manufacturers and
hardware products for the packaging, label, sign and display industries.

With Headquarters in Ghent - Belgium, Esko
employs around 1,500 people worldwide. Its global sales and support
organization covers Europe, the Americas, Northern and Southern Asia.


Software Support Engineer is responsible to register, diagnose and resolve
customer problems in a fast, cost effective and efficient way. He/she has a
focus on a specific region or country but will also works cross-regional.

  • You answer and register
    customer service requests in the CRM system and hereby respect the Service
    Level Agreement.
  • You diagnose and solve the
    reported customer problems, while making use of remote tools.
  • You decide on actions to be
    taken that are required to resolve problems where no remote solution is
    available: involve Global Support, request hotfixes, schedule interventions,
  • You proactively inform the
    customer about the service request status and play an important role in
    customer experience and satisfaction.
  • You advice customers on how
    to anticipate towards future problems and make suggestions to offer a
    structured solution (e.g. performing upgrades, knowledge base, etc.)
  • You consequently log all
    actions taken, including labor time.
  • You correctly administer your
    own service requests, and focus on MTTR (Main Time To Repair).
  • You maximize the use of
    Telescope, knowledge base, EskoLink, etc.
  • You keep your own knowledge
    up to date by attending relevant courses or self-study.
  • You follow the timing
    and courses to be agreed upon with the Support Coordinator.

Job Requirements


  • You have a good knowledge of Esko Software products in order to
    guarantee a professional call registration. You have in depth
    knowledge about the products and markets you support.
  • You have a good knowledge about the customer’s workflow and
  • You possess a basic knowledge about related products, 3d party,
    competitive solutions etc.
  • You have sufficient IT skills: networking, Mac and Windows OS.
  • You have excellent language skills in English and one or more local
  • You have good time & priority management skills, and you are familiar
    with all Esko Software products in order to guarantee a professional call
Your competencies:
  • You are analytical
    and solution oriented and you consider yourself creative in finding workarounds.
  • You are capable
    of managing time & priorities.
  • You possess excellent
    communication skills and you like to talk and listen to customers.
  • You are empathic
    – the customer’s problem is your problem.
  • You are a team
    player, sharing knowledge with colleagues and help when needed.
  • You are flexible
    towards opening hours, standby, occasional customer visits etc.
  • You have a good
    sense of urgency, identifying urgent problems and acting consequently.

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 health care, environment and
industrial. With more than 20 operating companies, Danaher’s globally diverse
team of over 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 2,000% over 20

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!