Technical Help Desk Technician in Weldon Spring, MO at ITW

Date Posted: 6/21/2019

Job Snapshot

Job Description

Diagraph Marking & Coding a manufacturer of industrial marking and coding equipment. Diagraph focuses on partnering with manufacturers in every aspect of their coding and labeling operations – providing a holistic approach that maximizes efficiencies and drives tangible value throughout a long-term partnership. This customer-centric approach has been forged by more than 125 years in the product identification business. 

We are currently searching for a driven individual to join our customer service technical help desk team. The Technical Help Desk Technician (HDT) will be responsible for providing technical product support for all Diagraph Marking & Coding products to both external and internal customers. Technical Help Desk Technicians repair/troubleshoot customer equipment and train customer and employees on our vast product portfolio.


  • Answers/trouble shoots Customer, Distributors, Account Managers, and Field Service Technician’s phone calls on technical issues pertaining to our equipment installed in the field at our customer sites.
  • Responds to emails from Customers, Distributors, Account Managers, and Field Service Technicians in a timely manner.
  • Performs parts look ups for customers.
  • Provides Field Service Support as needed.
  • Maintains/edits Internal Sharepoint Site as it pertains to equipment user manuals.
  • Provides remote video support using Skype as well as online customer support.
  • Tests/evaluates new vendor products
  • Makes courtesy calls/follow ups for Top 20 Accounts to ensure we provided good service/support
  • Trains customers and field technicians on company products.
  • Performs in-house repairs for equipment that cannot be repaired in the field.
  • Travels to customer site to assist in installations and/or resolving technical issues; travel up to 20% 
  • Maintains focus on continuous improvement by applying 80/20, PLS, and USa principles/techniques and makes process improvement recommendations to management.

Job Requirements

Education: An Associate’s Degree in Electronics or equivalent experience required. A Bachelor’s degree in Electrical or Mechanical Engineering preferred.

We provide training so if you are a recent college graduate with any degree and have a technical desire, we will consider you for the position.


  • Three (3) years previous experience or in a related area (flexible based on experience and position level required).
  • Computer experience required
  • Electronic circuitry knowledge
  • Inkjet product, print & apply product, and/or print engine repair knowledge a plus
  • Excellent customer service & selling skills
  • High level of accuracy and attention to detail.
  • Excellent problem solving, troubleshooting and teamwork skills
  • Excellent multitasking and organizational skills
  • Good oral and written communication skills are required

As an Equal Opportunity/Affirmative Action Employer, Diagraph Marking & Coding does not discriminate in hiring or in the terms and conditions of employment because of an individual's race, color, religion, gender, national origin, age, disability, sexual orientation, marital status, veteran status, arrest record, citizenship or other categories protected by federal, state or local laws. EOE/M/F/Vet/Disability