Applications Specialist

4 days ago


Grand Rapids, Michigan, United States Danaher Corporation Full time
Job Summary

We are seeking a highly skilled Applications Engineer to join our team. As a key member of our technical support team, you will be responsible for providing direct customer training on X-Rite solutions and their application. You will become a knowledge champion for X-Rite's printing products and their application, and will be a skilled 2nd level technical resource available to resolve customer product and application questions via phone, e-mail or web.

Key Responsibilities
  • Lead training sessions for Customers through various delivery methods, including direct training onsite at customer locations, classroom settings, and virtually (i.e. WebEx)
  • Lead training sessions for X-Rite Support Teams, Product Application Specialist, and Regional X-Rite employees concerning the use of X-Rite products.
  • Become the knowledge champion for specific X-Rite products, markets, and applications. This includes owning the Knowledge Base support information for these areas, as well as working directly with the product development teams for new or updated product releases.
  • Provide efficient and effective customer phone, e-mail and web based support within the X-Rite Technical Support environment. Combine personal industry and product knowledge with use of the X-Rite Knowledge Base and other resources to resolve customer issues. These include installation of software & hardware and related drivers, databases as well as other product related issues.
Performance Metrics

You will be measured on your ability to meet established team & individual goals, including but not limited to:

  • Response time - average time to respond to a customer inquiry
  • Resolution time - average time to resolve a customer issue
  • 1st time resolution rate - % of customer contact resolved during the first contact
  • Paid support revenues - measurement of revenue generated via paid support
Requirements

To be successful in this role, you will need:

  • Bachelor's degree from a four year accredited college required; equivalent experience or technical training may be substituted.
  • Three to six years' experience in specific markets and applications. Experience with instruments and software similar to those X-Rite manufactures is preferred.
  • Strong interpersonal and communications skills.
  • Proficiency in PC applications including Windows, application software, word processing, spreadsheets and databases. Proficiency in Macintosh OS and applications software required for certain industry applications.
  • Ability to travel independently and maintain flexibility in working hours.
  • Professional appearance at all times when representing X-Rite in any capacity.
Compensation and Benefits

We offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance and 401(k) to eligible employees. The compensation range for this role is $80,000 - $105,000 USD per year, and is eligible for bonus pay.



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