What We Need: The Technical Support Specialist support to retail, industrial and institutional customers, concentrating on our key accounts with regard to software and troubleshooting of Gravotech marking machines. What You'll Be Doing: The right candidate will be able to prioritize multiple tasks with time sensitive deadlines. This person will need to be organized and can keep track of multiple customer issues. The candidate needs to work closely with customers and members of the sales team to address customer concerns during the startup process as well as provide high level customer support for key accounts after installation is complete. This person should have strong communicative skills and must be able to write complex service reports in technical terms. All reporting must be timely and detailed. + Answers incoming ACD calls for GVT products. + Assists customers with questions regarding configuration. + Assists customers with questions regarding operation. + Assists customers with questions regarding software. + Assists customers with questions regarding applications. + Determines if parts are required. + Place part orders. + Request dispatches of Field Technicians. + Enter detailed information in JDE. + Work with customers via chat software. + Reply to each customer e-mail request . For On-site Repairs + Schedule time and date with the customer. + Arrange travel either by car or air depending on distance. + Analyze the customer equipment on-site. + Perform adjustments if required. + Order and replace parts if required. + Generate an on-site report with details of what was found and what repairs were done. + Make recommendations on the report of how to improve operation and to note any problems with the customer’s environment and/or application. + Generate the paperwork to ensure proper billing of the customer. What You Will Need To Be Successful: + Three+ years related experience and/or training, or equivalent combination of education and experience. + Mechanical and elect ronic repair background required. + Experience with working in a medium volume call center. + Customer service background required. + Able to work nights and weekends, when required. About Us: Who we are: Gravotech has been a global leader in direct part marking and laser engraving since 1938. Gravotech machines are used by more than 60,000 customers around the world, from large consumer brands and industrial manufactures to professional engravers and small retail customers alike. In 2024, Gravotech joined Brady Corporation's global portfolio of brands. Brady is a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - Brady is just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities. Gravotech products help enable Brady's full range of industrial identification solutions in industries around the world. We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2024, Brady employed approximately 5,700 people worldwide. Our fiscal 2024 sales were approximately $1.34 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com. Why work at Brady:A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth. And as a member of the PDC team, you'll get to represent a company with unique brand recognition across several industries. Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back. Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world. Our Benefits: + Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision + Generous 401(k) with company match + Paid time off and holidays + Opportunity to participate in incentive programs for all full-time employees + Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance + Education reimbursement opportunities + Scholarship program for children of Brady employees + A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities + Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management) + Dress-for-your-day dress code + Charitable contributions matched through Brady's Matching Gift program