Regional Technical Lead

JOB SUMMARY:

The Regional Technical Lead works closely with Midmark’s end user customers, channel field service and sales representatives, Midmark sales representatives, and Midmark internal technical service teams. This role is responsible for leading training for Midmark’s distributors and servicers, leading field service activities, assisting with installation support at large facility installs, and providing a high-level of field support for the connected digital ecosystem. These responsibilities include serving as a liaison between our Technical Service department, Territory Portfolio Managers, and our channel partners’ technical teams to ensure smooth and problem free experiences with all Midmark products, including connected products and ecosystems. Each of these responsibilities may involve onsite support and/or remote support.

ESSENTIAL/PRIMARY DUTIES:

• Develops and strengthens relationships with Midmark technical service and sales teammates, channel partner sales and service personnel.
• Leads service school training to enable service providers to efficiently provide service on Midmark products to the satisfaction of Midmark and end user customers.
• Leads in service trainings for end users and other appropriate staff at customer facilities.
• Delivers technical sales presentations to channel partner sales and service personnel to fully communicate new product launches and significant product updates.
• Works with marketing teams to maintain up-to-date product presentations to be used during channel presentations.
• Engages and leads activities to resolve systemic quality issues at end user customer sites.
• Reports quality issues from the field and enables problems to be solved according to Midmark Quality System and Midmark Production System principles.
• Acts as a Subject Matter Expert (SME) on the pre-installation, installation, provisioning, troubleshooting, and repair of our Connected Digital Ecosystem portfolio of products.
• Acts as a Subject Matter Expert (SME) for the operation and navigation of the Midmark Portal including provisioning, registering, firmware updates, telemetry notifications and logging service events.
• Assists in coordinating and executing installations at universities, Dental Service Organizations, large government facilities, community health centers, group practices, and other large facilities.
• Works with Technical and Field Service teams to ensure our channel partner service teams are utilizing our OEM online training programs to adequately support our portfolio.
• Coordinates work schedule with Technical Service and Field Response Manager and/or Field Coordinator and maintains an accurate calendar within ServiceMax / Salesforce.

SECONDARY DUTIES:

• Attends national and regional trade shows to present or support as needed.
• Reports new trending quality issues into Technical Service and Field Response Manager.
• Investigates critical or high-risk product complaints and incidents.
• Provides pre and post installation support for key projects.

EDUCATION and/or EXPERIENCE:

• Technical certification or associate degree, and 4 or more years of service-related experience (Electro-mechanical repair experience plus a basic familiarity of software and networking fundamentals) preferred, or equivalent combination of education/experience.

COMPETENCY and/or SKILL: 

• Self-motivated and ability to work independently
• Demonstrated professional customer-facing service skills
• Strong problem-solving skills and decisiveness
• Strong verbal and written communication skills
• Microsoft Office Suite
• Basic computer and networking proficiency related to connected products
• Basic technical skills: schematic reading, troubleshooting, use of a multimeter, etc.
• Ability to train and teach others

SUPERVISORY RESPONSIBILITIES: 

• Provides leadership, coaching, and/or mentoring to a subordinate group