Job description

Technical support Engineer II

Systech, a solutions division of Markem-Imaje, provides digital product authentication and traceability solutions to combat counterfeiting, prevent diversion and meet regulatory compliance. Built on decades of experience as the leader in pharmaceutical serialization, our comprehensive brand protection suite delivers the real-time insight, actionable product data, digital connectivity and consumer engagement functionality needed to fight supply chain threats.

Global brands across industries rely on us to keep their products authentic, safe and connected—from manufacturing to the consumer’s hands. Together we are revolutionizing brand protection!

The Technical Support Engineer (TSE) Level 2 will have sufficient product knowledge and experience to resolve general inquires and the majority of technical support issues received from customers, field support and internal & external partners around the globe. This includes new installation, Pre & Postproduction support. A TSE Level 2 is the first escalation point within the Customer & Training Services (CTS) organization. The TSE Level 2 is capable of and responsible for performing the tasks of a Level 1 Customer Care Specialist, when needed. The TSE will work on issues and provide a resolution to the customer in a timely manner according to SOP’s.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Diagnose, isolate and/or resolve Level 2 technical software and hardware issues
• Product support, software usage assistance & operational advice
• Problem diagnosis, root cause analysis & corrective action
• Escalation point for issues being escalated from Level 1 globally
• Handle requests presented from any customer, partner or site worldwide
• Answer calls offered from an ACD routing system and respond to email requests received, in accordance with service level agreements, SOPs and performance metrics
• Handle cases assigned over, due to differences in time zones & work balancing
• Create and update case records, detail actions taken, problem identification, and resolutions; including follow-ups and scheduled call backs to customer, where necessary
• Identify and escalate priority issues appropriately
• Generate Out of Production notifications
• Continuously transfer knowledge by reviewing escalated cases with Level 1
• Assign product licenses
• Process service generated RMAs
• Obtain, review and approve Project “Hand-over” information required by CTS to support customers/partners, in accordance with SOPs
• Perform all required tasks in a timely, professional manner and within service level objectives
• Provide responsive and effective solutions
• Interact effectively and coordinate appropriate resources to resolve issues, satisfy and retain customers
• Continuously strive to increase product and business knowledge
• Provide product training to Level 1 and act as a mentor to new CTS personnel
• Travel for training purposes and to provide “on-site” support to global customers, as needed
• Provide backup to Level 1 Support, as needed
• Provide recommendations for process improvement
• Provide ad hoc reports and perform other support & office duties, as assigned

QUALIFICATIONS:

• Experience in providing contact center support
• Experience utilizing call management and trouble ticketing systems
• Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, drawing valid conclusions and appropriate resolutions
• Demonstrate proper phone etiquette
• Excellent oral and written communication skills
• Effective listening skills
• Possesses strong customer relation skills
• Ability to prioritize appropriately and multi-task effectively
• Strong problem-solving, analytical, follow-up skills and detail oriented
• Strong team player
• Demonstrates flexibility
• Ability to work effectively under pressure in a fast-paced, changing environment
• Must speak fluent English; bilingual highly preferred

EDUCATION and/or EXPERIENCE:

• The ideal candidate will have a degree in Computer Science or Electrical Engineering, and/or a minimum 3-5 years’ experience in providing customer/technical support on electronic imaging products or high-speed automation controls
• Must have in-depth knowledge of various Microsoft Windows Operating systems
• Basic understanding of Electronics, specifically AC/DC circuits and ohms law
• Ability to demonstrate a working understanding or fundamental knowledge of digital imaging (CCD) technology
• Ability to calculate figures and amounts pertaining to proportions, percentages circumference and volume
• Ability to support customers using Ethernet connections .

Job Type: Full-time

Benefits:

• Dental insurance
• Vision insurance

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Princeton, NJ 08540: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Phone etiquette: 2 years (Required)
• Technical support: 2 years (Required)
• Root cause analysis: 2 years (Required)
• Windows: 2 years (Required)

Work Location: One location

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