Technical Support Engineer - Diagraph

At Diagraph, we pride ourselves on offering our customers world-class solutions to meet their challenging product identification needs. As a leading manufacturer and distributor of inkjet coders, automated labeling systems, thermal transfer inkjet coders, and laser coders, Diagraph engineers and builds products to help manufacturers get products identified with manufacturing codes – such as lot codes, date codes, batch codes, barcodes – and out the door quickly and efficiently.

If you are a results driven, innovative and customer oriented person, Diagraph is the company for you!

The Technical Support Engineer (TSE) is responsible for providing high quality technical product support, administrative support to technical processes, delivering positive customer experiences and logistical support to the field team.

• Provide phone/email/chat technical support to end users, distributors, field service engineers and sales team.
• Create & Track Service Cases in CRM with detailed description of issue and resolution for each support event.
• Prompt follow-up and ownership of support cases through successful resolution.
• Scheduling (logistical) support to Field Service team.
• Work Order prioritization along with optimizing field resource coverage.
• Demonstrate high technical proficiency with supported products.
• Hands-on product repairs, escalation support to complex repairs, maintain working condition of technical support and training equipment.
• Accurate and expedited entry of administrative tasks.
• Examples include warranty RMAs, part orders, service quotes, and service invoicing.
• Work with supervisor to develop troubleshooting documentation and maintenance procedures.
• Conduct product training for customers and service engineers.
• Identify opportunities during support calls to promote service programs to customers.
• Test/evaluate new vendor products.
• Utilize Technical Support KPI’s and CSAT Surveys to drive best in class technical and customer experiences.
• Quarterly on-site customer visits and field service ride-along.
• Deliver continuous improvement applying ITW principles of 80/20, PLS, USa and 6S

Education:  An associate degree in Electronics or equivalent experience required. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.

Experience:

• 3 years previous experience or in a related area
• Marking & Coding Industry knowledge a plus
• Proficient with computers and Microsoft Office Suite
• Electronic Circuitry & Mechanical Knowledge
• Networking and PLC knowledge a plus
• High level Accuracy and Attention to Detail
• Problem solving, Troubleshooting and Teamwork skills
• Customer Service Skills and Follow-up
• Multitasking and Organizational skills
• Effective Oral and Written communication skills are required
• Individual must be Self-Driven, acting with urgency
• Experience with CRM software

As an Equal Opportunity/Affirmative Action Employer, ITW Marking & Coding does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disability information will be kept confidential according to EEO guidelines.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.