Specialist II, Technical Product Support

About the role

Provides high level pre and post-sales support for technicians, sales staff, system engineers and system analysts. Specializes in complex technical aspects of digital copier devices, related utilities and connectivity for the advanced diagnosis, maintenance, repair and configuration of printers, digital copiers and enablers.

Responsibilities

• Maintains and monitors currency of hard copy documentation on supported products
• Trains and guides staff members in specialized support of designated equipment and software
• Communicates directly to upper management in the absence of the manager
• Responds to incoming support calls in a timely, professional manner with no assistance
• Evaluates the caller’s issue and then gives assistance utilizing the appropriate support information and documentation
• Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise
• Takes ownership of issues that have been escalated and guides other staff members in support of issues they are handling
• Makes entries for incoming issues
• Servicing and safekeeping of assigned company property
• Installs and maintains current digital copier application software on assigned workstation and assists others with this installation
• Maintains immediate office area to company standards
• May be responsible for maintaining and safe keeping of a laptop with a value of about $3,000
• Performs other duties as assigned

Requirements

• High school diploma or equivalent; 4-year college degree is desired
• Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals) typically gained through completion of 2-year technical school training
• Minimum of 5 years of experience in the configuration, maintenance and repair of digital copiers and printers, or equivalent experience in related equipment
• Netg certified or equivalent, and proficiency with Windows and Unix operating systems
• Proficiency with connectivity issues on assigned network connectable devices
• Experience in supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects
• Experience in the development of training materials and tools
• Possesses ability to read and understand technical documentation, manuals and electrical diagrams, as well as the ability to communicate this knowledge
• Possesses ability to create complex technical documentation and support materials
• Possesses superior skills with a methodical approach to resolving problems
• Possesses strong interpersonal skills with ability to guide, motivate, direct & lead departmental staff
• Possesses superior verbal and written communications skills
• Possesses excellent customer service skills, including ability to follow up to ensure closure of issues

Qualifications

• Minimum of 5 years of experience in the configuration, maintenance and repair of digital copiers and printers, or equivalent experience in related equipment
• Netg certified or equivalent, and proficiency with Windows and Unix operating systems
• Experience in supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects
• Experience in the development of training materials and tools
• Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals) typically gained through completion of 2-year technical school training
• Ability to read and understand technical documentation, manuals and electrical diagrams, as well as the ability to communicate this knowledge
• Ability to create complex technical documentation and support materials
• Superior skills with a methodical approach to resolving problems
• Strong interpersonal skills with ability to guide, motivate, direct & lead departmental staff
• Superior verbal and written communications skills
• Excellent customer service skills, including ability to follow up to ensure closure of issues

Skills

• Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals)
• Netg certified or equivalent
• Proficiency with Windows and Unix operating systems
• Connectivity issues on assigned network connectable devices
• Supporting sales, service technical personnel, and the ability to communicate effectively on complex subjects
• Developing training materials and tools

Benefits

Choose from a broad selection of medical, dental, life, and disability insurance options. Contribute to your financial security with Retirement Savings Plan (401K), Health Savings Account (HSA), and Flexible Spending Account (FSA) investments. Augment your education with team member tuition assistance programs. Enjoy paid vacation time and paid holidays annually.

Pay

N/A

Schedule

N/A