Dover Corporation is seeking a Remote Service Engineer to join Markem-Imaje’s global remote support team. You will be instrumental in providing technical support for automated labelling, coding, and traceability solutions to an international customer base. As one of the first hires in a new Remote Service Hub, you will help drive the strategic shift from a break-fix model to a predictive and proactive support approach.
What You'll Do
- Serve as the First Point of Contact for all technical claims across the Markem-Imaje printer portfolio.
- Handle inbound customer requests via phone, email, and chat, adhering strictly to defined Service Level Agreements.
- Develop deep knowledge of specific customer applications to improve issue diagnosis and resolution.
- Understand detailed technical specifications and environmental site requirements to ensure optimal product performance.
- Identify, prioritize, and actively manage customer issues.
- Document all problem details, diagnostic steps, and solutions thoroughly within the case management system.
- Recognize potential sales opportunities during customer interactions and escalate them through proper channels.
- Build customer trust through proactive ticket updates, participation in stakeholder meetings, and internal follow-ups with other teams.
What We're Looking For
- At least two years of experience in industrial technology and customer management.
- Excellent technical skills across mechanical, electrical, computer, and electronic systems.
- Strong soft skills, including the ability to set clear expectations and be assertive with customers.
- Good reasoning ability to define problems, analyze data, and establish facts.
- Effective listening skills and a customer-focused, results-driven mindset.
- Ability to prioritize and multi-task effectively while being a strong team player.
- Capacity to work effectively under pressure in a fast-paced, changing environment.
- Flexibility to work in morning or afternoon shifts.
- Excellent written and spoken English.
Nice to Have
- An Associate degree from a technical college is recommended.
- Experience working with a ticket management system.
- Proficiency in French, Spanish, or Dutch.
Team & Environment
You will be a member of the Markem-Imaje Remote Support team, operating within a global organization.
Work Mode
This is a fully remote position.
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status.
