Field Technical Support Specialist -North and West Africa

About Videojet

Videojet Technologies, Inc. is the global leader in the manufacturing of coding, printing, and marking products. This high technology product prints variable information, such as expiration dates on grocery products, packaged goods, pharmaceuticals, or catalogues. Our industry is pivotal in ensuring end users consume their food, beverage, and pharmaceutical products safely. As the market share leader, we have operations in over 30 countries with 4,000 employees worldwide. A wholly owned subsidiary of Veralto Corporation (www.veralto.com).We offer a results-oriented environment that is multicultural organization that promotes both diversity and inclusion through the full organization, team-centered, customer focused and quality-focused. Working at Videojet, gives you access to a robust career development process and exciting opportunities.

About The Role

As a Technical Support Engineer for North and West Africa, you will provide the front-line support for our channel partners and their valued customers through daily service and technical support. The role is home based in Cairo.

You will be responsible for providing direct technical and applications support for all of Videojet's portfolio of printers and accessories, while being part of a team that is integral to the workings of our Service Team.

Within your team

We are a close-knit team across many locations, you will have the opportunity to work with both local and regional teams to drive the success and results as a team.

This job is a unique opportunity to:

After a tailored training program as a Field Technical Support Specialist, you will play a vital role in supporting our customers and ensuring that our customers always have their production line running successfully is your goal to achieve (‘Up Time’). You will support the range of Videojet Equipment and solutions.

Within your role, you will:

• Improve customer satisfaction by delivering excellent technical support for channel partners or customers.
• Support sales by defining and designing winning solutions - application review/approval, product configuration advice, matching product capabilities and options to customer needs.
• Generate sales leads for Videojet products during your interactions with customers.
• Carry out customer site audits/inspections and recommend coding and marking efficiency and productivity improvements.
• Using technical skills to demonstrate and run sales activities to potential customers show the usefulness of the product or service and how it may suit the customer better than competing products.
• Support Field Service of channel partners- support and resolution of complex application/technical issues, technical phone support and troubleshooting assistance.
• Identify, own, and track any issues with an account, according to call escalation procedure to reach resolution.
• Show skill by quickly gathering pertinent data, recommend corrective actions and follow-up with internal and external customers to ensure issue closure/resolution.
• Receive and utilize highly sophisticated technical training at channel partners/customer accounts daily to ensure their technical skills for each of our technologies are improving.
• Create and grow multiple aspects of our business through supporting regional and company goals.
  
  
  

We are looking for a professional who has:

• Desire to work with outstanding technology, be curious about technology, learn and develop new skills.
• Strong Skills in electronics troubleshooting, diagnosis and repair.
• Strong interpersonal and communication skills. Able to communicate effectively with all levels within an organization, always remaining professional. This position requires strong written and verbal communication skills.
• The drive and motivation to act and prioritize daily tasks, work strategically to ensure we are meeting customer needs.
• Ability to be a strong team player, able to think quickly and respond positively to change.
  
  
  

Your education and background experience will include:

• Bachelor’s degree preferably in Electrical Engineering or mechatronics
• Minimum of 3 years' technical customer support experience
• Experience of remotely solving technical issues
• Proven experience in electro-mechanical troubleshooting, diagnosis, and repair
• Bilingual in English & French (Arabic is an asset)
• Able to travel up to 40% of time.
• Experience in handling coding & marking/packaging equipment.
  
  
  

Our benefits:

• We offer you an employee bonus based on personal performance and business success, as well as annual salary review.
• Training and development opportunities
  
  
  

Our offer:

You will be part of a dynamic team in which there is a high focus on delivering results and continuous improvement, but also where having fun and teamwork is very important. It's a fast-paced environment, a consultative role, where you will get to partner with people to

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.