Product Support Specialist

Job Description

Product Support Specialist

Bar Hill, Cambridgeshire (Hybrid working between office and home)

About us

Domino Printing Sciences provides industrial printing expertise and reliable solutions to help the world’s manufacturers be sustainable and cut waste, while attracting, informing, and protecting consumers. Global manufacturers across the food and beverage, life sciences, personal care, agrochemical, and industrial sectors trust Domino to support them with innovative coding, marking, and digital printing solutions. Our products help ensure the success of manufacturers’ products by allowing them to create differentiated packaging, protect against counterfeiting, and ensure governmental and regulatory compliance. From best before dates on eggs, to serialised identifying codes on medicines, to batch codes on electronic components, to competition codes in confectionery, Domino helps to enable product safety, improved supply chain management, and brand protection.

We offer a wide range of printing technologies including Continuous Ink Jet, Laser Coding, Piezo Drop on Demand, Print and Apply, Thermal Ink Jet, Thermal Transfer Overprinting and Digital Printing. Our investment into R&D means that we’re continually improving our existing product range as well as developing new innovative products.

About the role

We’re seeking a Product Support Specialist to join our global Technical Support Group to support the continued success and growth of our Continuous Inkjet Products as well as help us to transition towards a global support community offering service support through our next generation of Domino Call Logging software.

In this pivotal role you’ll enable our customers to use our products more successfully, providing exceptional service which will in turn benefit our customers’ efficiency. Through these relationships you’ll gain access to the voice of the customer, driving value through interactions by sharing analysis, themes, and trends, identifying data driven opportunities for improvement and feed these back to the product team.

Fundamental to our in-house software and technical support capabilities, you’ll provide tier 2 escalation support to our global sales channels and distributors, providing their service and support teams with all the necessary skills and training, ensuring that our customers receive outstanding service.

Key duties include:

• Managing and handling Channel and Distributor support calls – primarily for Domino’s Continuous Ink Jet Range
• Resolving technical issues with our Products reported by Channel and Distributor Engineers and Help Desks
• Proactive monitoring and reporting on platform issues, feeding into improvement opportunities.
• Testing issues reported and replicating to offer 2nd line support for a fix or escalation into 3rd Level support
• Some International Travel required to support Channel and Distributor at Customer Sites

About you

This is an exciting opportunity for someone who is passionate about providing excellent customer experience and a real interest in industrial solutions. Suitable candidates will have experience working within a technical support role. You’ll be familiar with analysing calls as they come in using a triage or hierarchy model. Knowledge of communications and networking (RS232, RS485, TCP/IP etc). These skills combined with knowledge of MS Office, CRM tools and ability to prioritise and manage your own time will ensure that you’re immediately effective in our team.

You’ll be a curious individual who’s driven to understand the how and why at a technical level, willing to take ownership of problems through to final resolution, providing feedback and learning to others. You’ll have excellent communication and inter-personal skills.

With the role you can expect occasional international and national travel to aid Channel or Distributors Engineers with site problems. The role is a Hybrid based position between home and from our global headquarters in Bar Hill, Cambridgeshire when required. Some flexible working can be considered, however there is a hands-on element to the role, such as reproducing issues on printers and performing tests.

Benefits

At Domino Printing Sciences, we believe in doing more for our employees as well as our customers. A highly successful company, we’re large enough to offer career development opportunities yet small enough for your contribution to be readily recognised and rewarded.

As well as a competitive salary, we offer a generous benefits package including 25 days basic holiday (with the opportunity to buy and sell), a discretionary bonus, life insurance, medical insurance as well as scheme such as the Cycle Scheme and the Tech Scheme. We know that training and development is essential for us all to progress our careers and there will be lots of development opportunities to progress your career with Domino. We think Domino is a great place to work and this role will be fun, challenging and really rewarding.

Positions may be at an advanced stage of the recruitment process and can close at any time.