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

Date Posted: 6/6/2019

Job Snapshot

Job Description

Job ID: VID005277

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

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 Sales Force.

  • 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

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 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 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.

Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.