Job Description

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

The Role

Technical Helpdesk Engineer

What you will do:

• Receive, response and resolve customer claims through remote support (live chat, video call, phone and email) effectively.
• Continuously work closely with Field Service Engineer to improve the remote support resolution rate and follow up with Field Service Manager for unresolved cases.
• Provide to Customer Care team on the details items to quote customer based on remote diagnostic done.
• Actively communicate and negotiate with customers on service quotation provision.
• Strictly adhere to service process, actively and closely communicate with Service Planner on Field Service Engineer on-site request to ensure continues improvement on Markem-Imaje after sales team response time toward each customer\'s request.
• Continue actions on customer care to enhance customer satisfaction and relationship with Markem-Imaje.
• After working hours Helpdesk duty as assigned by the manager (including public holidays)
• Temporary assignment on-site customer support if needed.
• Analyze weekly, monthly, and yearly Technical Helpdesk data.
• Generate weekly, monthly, and yearly analytical report on remote support resolution rate and customer inbound call rate.
• Other assignment from the manager.

What you need to have:

• Diploma/Bachelor\'s degree with engineering background.
• More than 2 years of on-site service experience, technical /customer service support experience is preferred
• Good knowledge of electrical, electronic, pneumatic, hydraulic, and mechanical systems.
• Possess ability and knowledge to utilize problem solving process when providing support to customers. In certain circumference, able to come out with innovative ideas and creative problem-solving method.
• Good customer service awareness and on-site service experience, able to withstand strong working pressure and maintain good work performance
• Pay attention to detail in your work to ensure accurate information been relayed during conversation/communication with internal and external stakeholders.
• Have good computer knowledge and be proficient in daily processing software (such as Word, Excel, SAP, Salesforce etc.)
• Good English/Bahasa Malaysia/Mandarin oral and written communication skills; good understanding of technical manuals and documents
• Continuous learning, flexible, positive, and enterprising mid set, team spirit, and committed to implementing the company\'s core values, representing the company\'s professional image, and promoting the trust of customers and field service teams

You\xe2\x80\x99ll only be the right candidate if you are aligned to our values and culture:

• Collaborative entrepreneurial spirit
• Winning through customers
• High ethical standards, openness and trust
• Expectations for results
• Respect and value people

We consider several job-related, non-discriminatory factors when determining the pay rate for a position, including, but not limited to, the position\xe2\x80\x99s responsibilities, a candidate\xe2\x80\x99s work experience, a candidate\xe2\x80\x99s education/training, the position\xe2\x80\x99s location, and the key skills needed for the position. Pay is one of the Total Rewards that we provide to compensate and recognize employees for their work.

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

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