Job description
Job Title: Digital Printing Technical Support Analyst
Also known as Domino Amjet, Domino North America is the US and Canadian division of Domino Printing Sciences - a global expert in industrial printers. Specializing in digital printing presses as well as traceability solutions for sectors as diverse as food, beverage, life sciences, packaging, cleaning, personal care, building and construction. Our technology prints onto products you encounter every single day from beverage cans to household goods, to industrial glass to the cardboard boxes they were shipped in - and everything in between.
Domino Amjet is the leader in Digital Printing with our innovative state of the art Inkjet Digital Printing technology and customer focused mission. The Domino Difference is how we set ourselves apart from the competition. Founded in 1978, the Domino Group operates through a global network of 25 subsidiary offices and more than 200 distributors, in over 120 countries employing over 2,600 people worldwide with manufacturing facilities situated in UK, China, Germany, India, Sweden and USA. Domino North America is proud to be part of the Top 15 best Places to Work in Illinois in 2022 and our eNPS (Employee Net Promoter Score) is consistently above 50. We invite you to visit https://www.domino-printing.com/en-us/home to learn more about “The Domino Difference”!!
Position Summary
This position is responsible for supporting customers and maintaining their equipment up-time. This position provides first level technical support to external and internal customers by documenting issues and assisting with hardware and software issues via phone or email.
Location
Flexible (hybrid home & office)
Main Responsibilities/Essential Functions
- Provide first line phone/remote support for Domino Digital Printing Equipment.
- Log all calls and maintain call and customer records in ServiceMax.
- Evaluate urgency based on customer need and ranking.
- Undertake technical fault diagnosis and remote repair.
- Ship necessary parts to support field technicians after remote troubleshooting.
- Assist in developing and maintaining technical knowledge base.
- Support Logistics team in ensuring adequate availability of critical spares.
- Track spares shipments and specifically shortages.
- Provide technical training on operation, repair, and maintenance of Domino products.
- Contribute Positively and Proactively to Domino team.
- Self-motivated/organized and operates without need for direct supervision/guidance.
- Performs all administrative work-related tasks in a timely manner.
- Follows all required Health and Safety procedures and appropriate Domino procedures.
- Fully participate in company meetings including department specific meetings.
- Provide effective communication to functional relationship groups.
- Available and responsive to answer queries from internal customers regarding fundamental, technical and integration capabilities.
- Provide timely response to internal and external customers.
- Required to be included on rotational after-hours, weekends, and holidays on-call.
Supervisory Responsibilities
None
What You Need
Education & Experience
- Bachelor’s or Associates degree in Electrical Engineering
- At least 4 years’ experience in a field service or technical support role
- Experience in an Industrial technology company
- Able to travel occasionally
Skills & Knowledge
- Excellent Communication Skills
- Able to work with different levels of employees/customers
- Excellent time management skills with a proven ability to meet deadlines
- Strong knowledge of Microsoft Office – Excel; PowerPoint and Word
- Strong analytical and problem-solving skills
- Ability to prioritize tasks
- Proven customer skills
Physical Demands
- Sedentary work. Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally, and other sedentary criteria are met.
- Light work. Light work involves exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a small amount of force constantly to move objects. Physical demand requirements are more than those for Sedentary Work.
- Medium work. Medium work involves lifting no more than 50 pounds at a time, with frequent lifting or carrying of objects weighing up to 25 pounds.
- Heavy work. Heavy work involves exerting 50 to 100 pounds of force occasionally, and/or 25 to 50 pounds of force frequently, and/or 10 to 20 pounds of force constantly to move objects. Physical Demand requirements are more than those for Medium Work.
Health & Safety Concerns
- Chemical hazards - solvents, adhesives, paints, toxic dusts, among other potentially toxic fumes or acids
- Biological hazards - infectious diseases, molds, toxic or poisonous plants, or animal materials
- Physical hazards - excessive noise, elevated or low temperatures, or radiation
- Ergonomic risk factors - repetitive actions, such as heavy lifting or the use of tools with significant vibration
- General Office Environment
Company Benefits
- Medical, Dental, and Vision
- HSA, FSA, Dependent Care Spending Account
- Employee and Family Life Insurance and Accidental Death & Dismemberment (AD&D)
- Short- and Long-Term Disability
- 401(k) Retirement Plan
- Pet Insurance
- Annual Bonus Plan
- Accrued Vacation and Sick Time
- Paid Holidays and Floating Holidays
- Summer Hours (April-October)
- Company closed between Christmas and New Years
- Hybrid or Remote work schedules available for certain positions
U.S. Equal Employment Opportunity
Domino Amjet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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