Technical Services Engineer (Helpdesk)

Technical Services Engineer (Helpdesk)

Location: Manchester, GB

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full range of reliable and innovative inkjet, thermal transfer, laser, print and label application systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The Role

As Helpdesk Engineer, you will identify, research, and resolve technical problems. You will respond to telephone calls, emails, and personnel requests for technical support. You will take care of documents, track, and monitor the problem to ensure a timely resolution.

What you will do:

• Answer and handle customer calls (phone/email), prioritising according to contract or equipment type.
• Diagnose fault(s), provide troubleshooting and remote support to customers via phone/email/remote access and fix accordingly.
• Record activities via logging and data entry into SAP/Salesforce.
• Determine if a visit from an engineer and/or parts-only order is required and coordinate with the dispatching team.
• Identify any required spare parts or consumables and perform related activities. Co-ordinate with dispatcher to facilitate the timely completion of on-site and in-house service repairs.
• Escalate to local Product Specialist or appropriate Business Unit Specialists if further support is required to resolve customer issues.
• Actively support the sale of service contracts, assist Sales, Inside Sales representatives and Service Engineers with system configurations and upgrades, provide input on ways to improve performance (financial, product…) to generate Service revenue.
• Broaden knowledge and experience to improve product, application, and professional development skills and ultimately, represent the company in a professional manner.
• Work closely with Field Support Team to ensure all customers are provided with an industry-leading professional After Sales Service within the KPI’s set by Service Management.
• Foster and exhibit a “Best Team Wins” mentality.
• Learn and implement the use of relevant Markem-Imaje Tools.
• Be part of the 24/7 support team once trained.

What you need to have:

• Experience in Remote Technical Helpdesk Support.
• Knowledge of electromechanical equipment and/or experience within the packaging (or similar) industry.
• Proven ability to learn in technical areas with limited previous experience.
• Proven ability to support IT systems via Remote access during entire Product Life Cycle.
• Proficient in Microsoft Office, Outlook, and Teams.
• Excellent communication skills, verbal and written, with the ability to communicate across different levels internally and with customers.
• Positive, upbeat, and proactive, able to work autonomously as well as part of a team.

You’ll only be the right candidate if you are aligned to our values and culture:

• Winning through customers
• High ethical standards, openness, and trust
• Expectations for results
• Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply! We can’t wait to hear from you.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.