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

Date Posted: 12/2/2018

Job Snapshot

Job Description

Job ID: VID004612

About Us


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! 


Videojet Technologies, Inc. is seeking a talented & dynamic individual to fill the position of Technical Support Engineer /Application Specialist within Tech Support located in Wood Dale, Illinois. Technical Support provides the backbone for Videojet's technical capabilities and serves as the primary interface between internal and external resources targeted at providing the best possible services to our customers. In this role, you would have many challenging opportunities within a fast-paced and ever-changing environment. You will hold global responsibilities for providing direct support to all aspects of Videojet's business (Customers, Sales, Service, Engineering, Operations, Procurement, and R&D). As part of this position, daily work and efforts will be widely visible, and achievements easily recognized.
This is an exciting opportunity to join a fast growing organization. You will be responsible for providing direct technical and applications support for all of Videojet's portfolio of printers and accessories, while being part of a team that is integral to the workings of our Service Team. We are looking for top talent to join our growing team.
What will you do?

This position leverages technical expertise in printers and accessories to:
• Provide Sales, Service and Customer support via phone and other electronic means
• Support Sales by defining and designing winning solutions - application review/approval, product configuration advice, matching product capabilities and options to customer needs
• Support Field Service - support and resolution of complex application/technical issues, technical phone support and troubleshooting assistance
• Work with and/or support OEM’s and distributors on technical application, integration and connectivity challenges/opportunities as necessary
• Work with other members of the Technical Support team to support group initiatives, Key Performance Indicators (KPIs) and Policy Deployment (PD)activities
• Demonstrate proficiency by quickly gathering pertinent data, recommending corrective actions and following-up with internal and external customers to ensure issue closure/resolution.

Job Requirements


What do you need?
• Associates or Bachelor’s degree in electronics or related field, or equivalent experience
• Minimum of 1-year customer service or technical support experience -- the ability to remotely troubleshoot technical issues is required
• Proven experience in electronics troubleshooting, diagnosis and repair
• Electro-mechanical skills required
• PLC knowledge
• Encoder Signals, Product detectors and I/O
• Low voltage control signals
• Travel: >5% - This position will be based in Wood Dale, IL with some minor local travel as needed to gain operational experience with supported VTI equipment types.
What other competencies are required?
Customer focus - This position provides direct technical support to internal and external customers, primarily via phone. As such, the individual must have an extremely high drive to discover and satisfy customer needs, both internal and external.
Ability to quickly troubleshoot, diagnose and repair electronic and mechanical equipment from a remote location - Candidate must have the ability to quickly resolve complex technical issues and answer questions in a fast-paced, dynamic environment. Must possess strong electronic and mechanical troubleshooting skills in order to effectively support customer needs various SCIJ products.
Computer skills - Window OS proficient and must have basic programming, networking and serial communications skills. - Basic computer skills are required to operate, maintain and repair the SCIJ products. Additionally, the ability to work with control logic, communication protocols and VTI and customer PC control systems are necessary to support many customer applications.
Good written and oral communication skills - This position provides direct technical feedback to customers via electronic and verbal means. Must possess the ability to communicate issues and remedies to both technical and non-technical customers in a fact-based, concise manner.
Results orientation - The candidate must be able to clearly separate effort from results. Must possess the ability to quickly gather data, identify trends/issues, clearly communicate next steps toward resolution and aggressively follow-up to ensure that issues are closed/resolved.
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 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.