Remote Service Engineer

Dover Imaging & Identification (DII) is a segment of Dover Corporation that includes the following brands: Markem-Imaje, Blue Bite, Solaris Laser, Systech, MS Printing Solutions and JK Group. We design, manufacture and deliver industrial equipment, consumables, software and services solutions for the marking & coding, consumer engagement, product traceability, authentication, and digital textile printing markets.

With more than 40 offices and over 3,000 employees worldwide, DII has a presence in +28 countries and offers numerous job opportunities globally. If you're looking for an international, multidisciplinary and collaborative environment that offers a world of opportunities, come join us at DII.

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

As a member of the Markem-Imaje Remote Support team, you will be part of a global organization that provides remote technical support on automated labelling, coding and traceability solutions for customers in a variety of markets such as Food & Beverages and pharma. You will have the opportunity to be among the first hires in the development of two new Remote Service Hubs strategically located to offer best in class 24/7 remote services to accelerate the pivot from a “break-fix” model, reliant on dispatching field technicians onsite, to a “predictive and remote” support model. The hubs will be reinforced with lab facilities showcasing all key M-I HW & SW technologies to enable effective customer support and technical skill growth. The expansion of the Service Hubs also aims at concentrating knowledge and technical expertise in one physical location to accelerate learning among teams, collaboration with other services and provide an exciting career path.

What you will do:

• Be the First Point of Contact for Technical claims for all Markem-Imaje printer models
• Handle calls, emails and chat from international customers within SLA’s.
• Develops and expands knowledge of specific customer applications for all company products to better respond to customer issues, problems, concerns and requests.
• Develops a detailed understanding of the technical specifications and environmental requirements at customer sites necessary for the optimal installation, operation and maintenance of the company’s products.
• Identify and prioritize issues actively.
• Documents all relevant details of the reported problem, diagnostic steps, and resolution to ensure accurate and detailed service history maintained within Case management system.
• Identify sales opportunities for customers that contact the Remote Service, Escalate through the appropriate channels.
• Build a trust relationship with our customers by:communicating proactively on ticket updatesparticipating in meetings with several stakeholders to collect information and set an action planfollowing up internally with other teams to ensure a solution is delivered on time

What you need to have:

• Associate degree from a technical college recommended.
• At least two years of experience in industrial technology required and customer management experience.
• Excellent technical skills (mechanical, electrical, computer, electronic, etc.)
• Experience with a ticket management system is a plus
• Good soft skills, setting the right expectations and being assertive with the customers
• Good reasoning ability by clearly defining problems, analyzing data and establishing facts
• Effective listening skills
• Customer and result driven
• Ability to prioritize appropriately and multi-task effectively
• Strong team player
• Ability to work effectively under pressure in a fast-paced, changing environment.
• Flexibility to work in shifts (morning, afternoon)
• Excellent written and spoken English. French, Spanish or Dutch is a plus

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

• Collaborative entrepreneurial spirit
• 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, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

Fraudulent Recruiting Disclaimer: Dover Corporation and our affiliated operating companies want to alert applicants to internet job posting fraud, where parties posing as Dover employees, recruiters, or other agents, try to engage with online candidates in an attempt to steal personal and/or financial information. We do not endorse or engage in any recruitment practices that involve payment or personal information outside of our official application and hiring process. Please verify the authenticity of an invitation to apply for a job, or for a job offer by contacting us directly through our Dover and affiliated operating company websites at https://careers.dovercorporation.com/. To learn how you can protect yourself, review our Recruitment Fraud Notice on our careers site.

About Us

We Are Dover

Dover is a diversified global manufacturer and solutions provider. We deliver innovative equipment and components, consumable supplies, aftermarket parts, software and digital solutions, and support services through five operating segments: Engineered Products, Clean Energy & Fueling, Imaging & Identification, Pumps & Process Solutions and Climate & Sustainability Technologies. Dover combines global scale with operational agility to lead the markets we serve. Recognized for our entrepreneurial approach, our team takes an ownership mindset, collaborating with customers to redefine what's possible.

Recruitment Fraud Notice

Please be aware of internet job posting fraud as you apply for jobs. Fraudulent parties posing as Dover employees, recruiters, or other agents, may seek to engage with job seekers to steal personal information. These unauthorized parties may use Dover and our affiliated companies’ name and logo to post jobs, engage with job seekers via email, instant messaging, or text, and may even extend job offers electronically.

At Dover, we do not ask for personal financial information during phone, in-person, or video interviews, nor do we make offers of employment without first undergoing a thorough recruiting process. We will not ask candidates or new hires to purchase computer equipment for their work requirements. We also will not request a fee to be considered for a job, including any immigration fees.

The Federal Trade Commission and the United States consumer protection agency have published resources for detecting job scams. If you have concerns related to these issues, please consider the following actions: 1) File a report with your local police department; 2) File a complaint with the Internet Crime Complaint Center; and/or 3) File a complaint with the U.S. Federal Trade Commission.