This role is to lead the GSA Technical relationship, coordinating international service department and Customer Service for Global Videojet projects within our Strategic Accounts.
Central to the role is the ability to engage teams and people at all levels and deliver excellence to our customers.
Helping Global Strategic Accounts to solve technical issues, including mainly for our machine presales application solutions, and our software products and connectivity.
Answering questions from customers and prospective customers about the features and capabilities of our software and hardware.
Interface between R&D and our customers
Communicating customer needs and wishes to our development and engineering Team
Creation and handling of CAD drawing and documentation
Support installations and our field tech support if needed
Positively seek for potential opportunities in the market, working closely with sales team
Organize meetings with VJ subsidiaries and distributors to support further business.
Provide technical training to VJ subsidiaries, distributors and customers
Join customer sales and technical meetings
Create training, instructional materials, one-point lessons (SOPs) and presentations
Can learn new technologies and able to support others with those (like cameras, reject station)
Is willing to travel 50%+ of the working time, National and International
Excellent understanding of the technical fundamentals of various interfaces (Ethernet, RS-232 etc.). You should have a solid knowledge of protocols such as binary text, XML, OPC etc.
Good knowledge of coding machines or electronic equipment engineer background is preferred
The ability to be a good listener, and to really understand a customer problem or question and help them solve it
Excellent English writing and verbal communication skills; team player; self-motivated; adapts easily to dynamic, complex environments;
can work with minimal guidance and supervision
Excellent telephone mannerisms. Some support will be provided over the phone.
Familiar with CAD systems
Minimum of 5 years’ experience in document writing, creation of CAD drawings and technical support
Has a good technical understanding of CIJ, Laser, TIJ TTO (All technologies in the VJ portfolio) and can transfer this.
Can breakdown complex issues to the root cause and support local teams with escalations