Danaher Corporation Technical Support Specialist in Selmsdorf, Germany
To assist Linx customers, distributors and OEMs worldwide, to answer detailed technical questions about Linx products and help develop their technical and customer service knowledge and processes. This role covers Laser printing technologies but also other Linx range of industrial coding and marking equipment across CIJ, TJ, TT, IJ.
Duties and Responsibilities
Handle and resolve technical issues raised by Linx customers and distributors(through tickets and phone calls), giving detailed and quality responses within agreed response times.
Build successful relationships and partnerships within our distributor network.
Lead regular conference calls to review open issues and coach distributors.
When necessary, visit distributors and customers to provide sales and service support, assist with on-site problem resolution and ongoing technical issues, develop and implement action plans to assess and improve their technical capability.
Establish effective links across the organisation to collaborate on raised cases and report findings from field failures.
Contribute to other projects within the business (e.g. new product development) to provide the customer and service engineer perspective.
Ensure department targets and objectives are met with regards to customer satisfaction, case response time, case first time fix and number of closed cases.
Develop the Technical Support Knowledge Base to help distributors in quick finding the correct solution to the problem.
Authorise returns of faulty parts from the customers.
Assist with the sample marking service when required.
The successful candidate will have:
A background in engineering/electronics. This could have been gathered through education or work experience
Skills or experience in troubleshooting
Customer Service drive and focus with proactive approach
Prioritize multiple tasks effectively
Be able to communicate internally and externally through email and telephone.
The ability to work as part of a team
Willingness to travel (when required) and learn new technologies
Previous work on a technical helpdesk, as a Field Service Engineer or a workshop / test environment would be an advantage
Degree in one of the following disciplines - engineering, mechanical or electronics desirable
Competence in one or more languages (Spanish/French for example) is desirable
Laser or Continuous Inkjet experience in printing and coding industry is desirable but not essential as training will be provided
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.