As a Remote Service Engineer, you will play a critical role in delivering high-quality technical support to global customers using advanced product identification and traceability systems. Operating within a 24/7 remote support environment, you will serve as the first point of contact for resolving technical issues, ensuring minimal downtime and maximum customer satisfaction. You will leverage deep product knowledge, diagnostic expertise, and strong communication skills to troubleshoot and resolve complex technical challenges across a range of industrial printing systems. This role requires close collaboration with internal engineering, product, and field service teams to escalate and resolve issues efficiently, while maintaining accurate documentation and adhering to service level agreements. Your contributions will directly support the company’s transition toward predictive and proactive remote support models.
Responsibilities
- Serve as the initial contact for technical inquiries across all printer models, resolving customer-reported issues remotely
- Manage incoming customer communications via phone, email, and chat within defined service level agreements
- Build in-depth knowledge of customer-specific applications to improve troubleshooting and support effectiveness
- Understand technical and environmental conditions at customer sites to support optimal product performance
- Assess and prioritize incoming technical issues based on urgency and impact
- Record complete case details including problem descriptions, diagnostic actions, and resolutions in the case management system
- Proactively update customers and stakeholders on ticket status and resolution progress
- Collaborate with internal teams to follow through on solutions and ensure timely delivery
Requirements
- Minimum of two years in industrial technology with customer-facing experience
- Strong technical aptitude across mechanical, electrical, computing, and electronic systems
- Ability to set clear expectations and communicate assertively with customers
- Analytical mindset with proven problem-solving skills using data and logical reasoning
- Active listening skills to accurately interpret customer needs
- Customer-focused with a results-oriented approach
- Skilled at managing multiple tasks and prioritizing workloads effectively
- Demonstrated ability to thrive in fast-paced, high-pressure environments
- Flexibility to work rotating shifts, including morning and afternoon schedules
- Fluency in written and spoken English
Nice to Have
- Associate degree from a technical institution preferred
- Familiarity with ticketing or case management systems
- Proficiency in French, Spanish, or Dutch is an advantage
Benefits
- Join as an early team member in the launch of two new Remote Service Hubs
- Support a shift from reactive to predictive and remote technical support models
- Access to on-site lab environments featuring core hardware and software technologies for hands-on learning and support
Work Arrangement
Remote position with global coverage; requires flexibility to work morning or afternoon shifts
Team
Member of a global Remote Support team; part of the initial group building two new Remote Service Hubs
- Collaborative and entrepreneurial environment
- Customer-centric approach to achieving results
- Commitment to high ethical standards, transparency, and mutual trust
- Focus on accountability and delivering outcomes
- Respect for individuals and valuing diverse contributions
Additional Information
- Position is part of a 24/7 global remote support structure serving international clients
- Shift work is required, with availability for morning or afternoon rotations
- Candidates must align with organizational values and cultural principles
- Fluency in English is mandatory; knowledge of French, Spanish, or Dutch is beneficial
