Colos Technical Support Engineer
Dover Corporation
Makati City, 00, PH
6d ago

Markem-Imaje is a trusted world manufacturer of product identification and traceability solutions, offering a full range of reliable and innovative inkjet, thermal transfer, laser, print and label application systems.

Markem-Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls and improved manufacturing processes.

Position Title : Colos Technical Support Engineer

Reports to : Director CTS & Senior Manager, Service & Software

Department : CIS

Location : Manila, Philippines

Job Summary :

Responsible for providing customer support for the complete Markem-Imaje CoLOS product suite including the Applications Toolkit configurations and associated software elements.

Provide timely resolution of basic to moderately-complex client software issues through analysis and functionality troubleshooting.

Share best practices with users; escalate non-resolved matters for investigation and root cause resolution to drive optimal software performance and ensure customer satisfaction.

Roles & Responsibilities :

  • Manage & Resolve routine and non-routine software inquiries for all Colos software applications via phone, web, email and remote diagnostic login for customers globally (internal and external) and provide emergency support 24 / 7 for customers under support contract
  • Conduct L1 / L2 Troubleshoot, diagnose, debug and repair easy to moderately complex computer systems,
  • Drive On-Line customer support meetings / remote diagnostics to troubleshoot customer’s network or software issues.
  • Create and maintain service notification records and customers system environment / network operation use cases clearly (reported problem, diagnostic steps and resolution) of customer interactions to ensure detailed service history within company ERP system
  • Work proactively with R&D and L3 resources to escalate software bugs or design issues to product engineering / implementation teams;
  • utilizing customer feedback to recommend improvements

  • Acquire and maintain theoretical and technical software knowledge of Colos product suite via formal and informal training and hands-on experience;
  • continually develop product expertise on custom use cases of the Colos software applications by reviewing new functionality, testing product issues and utilizing internal resources as appropriate

  • Assist with documentation of overall remote support processes; contribute to company knowledge library and continuous improvement
  • May participate in customer visits for the deployment or support of software products
  • Support of all new Software Solution product launches and introductions
  • Continually advocate our Customer first message
  • Ensure consistent customer satisfaction and be the key driver of Customer Success
  • Other duties as assigned
  • Education / Training Required :

  • Bachelor’s Degree from a four-year college or university, preferably software related courses, with +3 years mission critical experience in supporting customers in similar type products and / or environments.
  • Knowledge & Skills :

  • Excellent software troubleshooting and problem-solving skills of basic to moderately complex issues
  • Strong analytical ability within a technical environment
  • Knowledge of reliability principals and techniques
  • Excellent interpersonal skills, written and verbal communication skills
  • English is required, and additional language is a plus.

  • SQL OS, Databases, Scripts / stored procedures, ODBC, and common data exchange methods
  • TCP / IP and networking
  • Programming knowledge is a plus ( VB, .Net etc)
  • Communication with PLC systems and OPC considered a plus
  • Working knowledge of Cognex cameras considered a plus
  • Working knowledge of coding equipment and product identification / traceability software considered a plus
  • SAP, Service Cloud, Netsuite considered a plus
  • JIRA considered a plus
  • Work Conditions or Specific constraints (Travel ) :

  • Eight-hour standard days and regularly scheduled after-hours support are required.
  • Occasional travel may be required .
  • Bachelor’s Degree from a four-year college or university, preferably software related courses, with +3 years mission critical experience in supporting customers in similar type products and / or environments.
  • Knowledge & Skills :

  • Excellent software troubleshooting and problem-solving skills of basic to moderately complex issues
  • Strong analytical ability within a technical environment
  • Knowledge of reliability principals and techniques
  • Excellent interpersonal skills, written and verbal communication skills
  • English is required; French and Spanish considered a plus

  • SQL OS, Databases, Scripts / stored procedures, ODBC, and common data exchange methods
  • TCP / IP and networking

    Windows OS Environment

    Microsoft Office

    these considered a plus are only a plus during the hiring process as they are actual requirements to do the job once fully trained

  • VB and .NET Framework a plus
  • Communication with PLC systems and OPC considered a plus
  • Working knowledge of Cognex cameras considered a plus
  • Working knowledge of coding equipment and product identification / traceability software considered a plus
  • SAP considered a plus
  • JIRA considered a plus
  • Work Conditions or Specific constraints (Travel ) :

  • Eight-hour standard days and regularly scheduled after-hours support are required.
  • Occasional travel may be required.
  • Behavior

  • As a support team member this person needs to be respectful for customer and colleagues
  • Good listener
  • 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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