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Technical Service Specialist (TSS), SPO
BOBSTParsippany, United Statesfull_timeVerifiedPosted 15 Jan 2026
💰 $110,000/yr($100,000/yr – $110,000/yr)
About the role
Technical Service Specialist (TSS), SPO
BNA - Bobst North America
Bobst North America is the sole distributor for Bobst Group SA, manufacturer of Converting Equipment for the Printing and Packaging industry. The objectives of this position are to ensure that all technical service, support and coordinating activities of the Bobst SPO product line are executed in such a way as to ensure the highest level of customer satisfaction. In addition, the incumbent will ensure that we provide world class Customer field service support for the Bobst SPO product line, reflecting the requirements of the Customers and utilizing all the resources available.
Technical Service Specialist: The Technical Specialist is an expert on all aspects of Bobst SPO equipment. This role provides technical support to sales, customers, Service Center and Field Service Technicians. The key functional expectation is the research and communication of technical information and updating activities in the Salesforce and SAP. This practice ensures that the most accurate information on customer status is available on a real time basis. The Technical Specialist works closely with his supervisor, colleagues and internal customers to ensure a constant and accurate exchange of technical information. The ultimate goal is to ensure that customer needs and expectations are met, based on the customer’s expectations and the internal service objectives.
The TSS is expected to lead by example and to build excitement and enthusiasm within the Service Team. He/she is a team player and takes responsibility for providing excellent customer service. The TSS is flexible with the customer and balances patience and professionalism while driving for solutions with demonstrated urgency. The ability to follow-up on all activities and projects, particularly coordinating date changes with all internal and external customers, is a key expectation of this role.
The TSS performs this role with confidence, enthusiasm, and the desire to serve both internal and external customers. The TSS has effective communication, problem solving and follow-up skills. A key expectation of this role is ensuring that the team works together proactively to develop knowledge management solutions that reference and document information on behalf of customers, in addition to Salesforce and SAP. TSS keeps his cool under pressure and works with other team members and throughout the company to negotiate win-win solutions that serve the customer and the needs of the business. The TSS takes responsibility for helping the customer, even outside of his core area of competence, by directing the caller to the appropriate department, ensuring the customer is called back in a timely manner and/or confirming coordination and resolution between other departments.
The role requires limited travel within the markets to visit customers to understand their needs and expectations. Representing the company is expected. This is a full-time position with the typical work week being Monday-Friday and may include occasional travel. The TSS works closely with the sales, service center and Regional Service Managers throughout North America.
The TSS is expected to lead by example and to build excitement and enthusiasm within the Service Team. He/she is a team player and takes responsibility for providing excellent customer service. The TSS is flexible with the customer and balances patience and professionalism while driving for solutions with demonstrated urgency. The ability to follow-up on all activities and projects, particularly coordinating date changes with all internal and external customers, is a key expectation of this role.
The TSS performs this role with confidence, enthusiasm, and the desire to serve both internal and external customers. The TSS has effective communication, problem solving and follow-up skills. A key expectation of this role is ensuring that the team works together proactively to develop knowledge management solutions that reference and document information on behalf of customers, in addition to Salesforce and SAP. TSS keeps his cool under pressure and works with other team members and throughout the company to negotiate win-win solutions that serve the customer and the needs of the business. The TSS takes responsibility for helping the customer, even outside of his core area of competence, by directing the caller to the appropriate department, ensuring the customer is called back in a timely manner and/or confirming coordination and resolution between other departments.
The role requires limited travel within the markets to visit customers to understand their needs and expectations. Representing the company is expected. This is a full-time position with the typical work week being Monday-Friday and may include occasional travel. The TSS works closely with the sales, service center and Regional Service Managers throughout North America.
Main Responsibilities:
1.Ensure customer satisfaction
Review and analyze job layouts and samples for the existing customers. Investigate and/or support others regarding performance problems with new or existing applications. Provide “after hours” customer phone support as requested.
2. Support the sales team and RSMs through customer visits
Clarify trip objectives and create an Absence Form to ensure prompt communication with supervisor. This assists in alerting all internal customers, eliminating duplication of effort, ensuring that there is adequate phone coverage and provides information to others about the status of a customer need. The TSS is expected to follow-up on customer commitments, provide a Trip Report to the supervisor, by the next business day, and follow up on commitments through coordination with internal customers. The TSS is responsible for ensuring that the office workload is managed appropriately and, if slippage occurs, communicates with supervisor to agree on prioritization of effort.
3. Support Field Service Technicians
Communicate with respect and patience. Coach, mentor and train field service technicians in the diagnosis, repair, and performance of Bobst equipment. Display sensitivity to technicians, particularly when they are in the presence of the customer. Provide information to Field Service technicians to ensure tha
1.Ensure customer satisfaction
Review and analyze job layouts and samples for the existing customers. Investigate and/or support others regarding performance problems with new or existing applications. Provide “after hours” customer phone support as requested.
2. Support the sales team and RSMs through customer visits
Clarify trip objectives and create an Absence Form to ensure prompt communication with supervisor. This assists in alerting all internal customers, eliminating duplication of effort, ensuring that there is adequate phone coverage and provides information to others about the status of a customer need. The TSS is expected to follow-up on customer commitments, provide a Trip Report to the supervisor, by the next business day, and follow up on commitments through coordination with internal customers. The TSS is responsible for ensuring that the office workload is managed appropriately and, if slippage occurs, communicates with supervisor to agree on prioritization of effort.
3. Support Field Service Technicians
Communicate with respect and patience. Coach, mentor and train field service technicians in the diagnosis, repair, and performance of Bobst equipment. Display sensitivity to technicians, particularly when they are in the presence of the customer. Provide information to Field Service technicians to ensure tha
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