Elo, a part of Zebra Technologies Corporation, is an industry leader in enterprise solutions, with a focus on Android computing, Android SDKs and Cloud Management Software. Our technology is used by leading big box retailers, healthcare, restaurants, and within the manufacturing industry. Elo products are installed every 21 seconds around the globe! We obsess over details to exceed the highest quality standards. We don’t just sell things. We offer solutions to tomorrow’s challenges.

We are looking for an Application Engineer I to reenforce our FAE team in Rotselaar, Belgium. In this role you will provide expertise and support to Elo’s internal and external customers via telephone, email and in person as needed. You embrace the ‘customer first’ mentality with a focus on customer experience. Effective communication at all layers of business is necessary, including the ability to provide concise detail around solutions both verbally and in writing.

As an AE I, you will manage technical support cases end-to-end, ensuring accurate tracking, clear communication, and timely follow-up at every stage. You will work directly with other Elo personnel to help drive solutions for the customer. You will manage issues and projects in an effective manner, while focusing on providing the best customer experience possible. A problem-solving mindset and ability is essential for a successful AE I.

Job Purpose & Responsibilities:

• Act as first level support to support the Solutions Architects, Sales Managers, and customers via telephone and email as needed
• Always embrace the ‘customer first’ mentality with a focus on customer experience
• Manage issues and projects in an effective manner, while focusing on providing the best customer experience possible
• Manage incoming calls and emails via the Support queue, gather needed information effectively and efficiently and coordinate with others to provide proper solutions
• Manage support-related projects and responsible for proper tracking, communication and schedules as needed
• Advanced degree of troubleshooting capability while overseeing technical issues and projects
• Deliver a best-in-class customer experience supporting our products and services
• Maintain a high level of product knowledge and applications
• Articulate technology and product positioning to both business and technical users
• Providing online trainings and walk throughs of products at an intermediate level
• Basic documentation, KB articles and videos

Minimum Qualifications:

• Bachelor degree in Electromechanics/ICT OR 2 years of related technical experience in similar field
• Experience interacting directly with customers
• Phone/video support experience

Specific Professional Skills/Competencies:

• Technical background in computer engineering or related field
• Effective communication is imperative including the ability to provide extreme detail around solutions both verbally and in writing
• Advanced multitasking ability
• Ability to learn new concepts quickly
• Project management experience
• Problem solving skills to support technical troubleshooting
• Intermediate to advanced understanding of the core operating systems in use today: Windows, Mac, Linux, iOS, and Android
• Network troubleshooting experience that includes LAN, WI-FI and Mobile
• Multi-lingual (English is a must – any other EU language is a plus)
• Empathy towards customer
• Elevated problem-solving skills.
• Previous technical experience in computer related field or education

Travel Requirements

• Some travel may be necessary
• Driver’s license

Elo Touch Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.