Job Description:

Company Description

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.

Diagraph culture embraces entrepreneurial drive and thinking where you can provide significant impact. If you are results driven, innovative, and customer oriented, Diagraph is the company for you! 

Total Rewards Package 

Diagraph is a division of ITW a Fortune 200 global multi-industrial manufacturing leader. We have the perks! Our total rewards package is broad and offers comprehensive support from health and wellness, to retirement and financial stability. For more details see https://www.itw.com/careers/benefits-compensation/

Position Summary: 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.

Responsibilities:

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 ITW 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, military technical training. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.

Experience:

3 years previous experience or in a related areaMarking & Coding Industry knowledge a plusProficient with computers, Microsoft Office Suite, CRM/ERPElectronic Circuitry & Mechanical KnowledgeNetworking and PLC knowledge a plusHigh level Accuracy and Attention to DetailProblem solving,Troubleshooting and Teamwork skillsCustomer Service Skills, soft skills,inter-departmental communication and Follow-upMultitasking and Organizational skillsEffective Oral and Written communication skills are requiredIndividual must be Self-Driven, acting with urgency