Senior Field Specialist, Product Support Technical Support

Senior Field Specialist, Product Support Technical Support 

POSITION PROFILE

Supports color production digital products and associated connected environment, both hardware and software. Depending upon size of region color production installed base, may have additional responsibility for providing High Volume (Segment 6) or Printing Systems technical support. Specializes in providing Region level hardware and software support for color production products. May provide same support for other Image Systems products as well.

Job Duties and Responsibilities

• Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems
• Assignments are typically "escalated" in nature and non-routine
• Serves as the Level 1 link in the problem escalation & resolution process
• Serves as the Regional/National communication link for disseminating critical technical information

Provides Regional/National level specialist support 7 by 24, 365 days per year

• Serves as the Regional/National Level 1 support link for all production CF related technical issues. Delivers support both in person and by phone
• Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems
• Communicates regularly with Level 2 CF Support, CF Service Planning and CF GES Level 3 support teams regarding new technical problems and fixes
• Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians
• Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes
• Leads and engages in installations as much as possible, with special emphasis on assisting recently trained Service technicians
• Distributes technical information to service technicians and service management as required
• Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge and aftermarket financial results
• Analyzes equipment performance reports and makes appropriate recommendations to management

Manages Territory

• Provides emergency call back-up support in unusual circumstances
• Effectively executes any required territory management and call handling procedures
• Works closely with sales to maximize base growth opportunities
• Assumes responsibilities of Field Service Manager as required
• Maintains and manages own parts inventory with a high degree of accuracy
• Completes all required administrative tasks in an accurate and timely manner
• Available to work shifts, stand-by, and/or on-call as required 7 by 24, 365 days per year

Customer Service

• Effectively handles communications, and the most difficult customer situations
• Acts as a communication link on unresolved technical problems/issues
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience, and Certifications) Typically requires:

• Technical and quantitative skills typically gained through completion of formal training and 4+ years of related experience including a minimum of 1 year of experience as an Image Systems Technician
• Requires Basic Connectivity (IBC) certification and other product-related competencies. Must be currently servicing color products at least 50% of time
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for positions entailing extensive use of personal car while on company business
• Maintains productive, professional relationship with all company personnel
• Always serves as a role model, exhibits professional appearance, and behavior under the most difficult situations
• Speaking Canadian French and/or Spanish is preferred. 

KNOWLEDGE, SKILLS AND ABILITIES

• Requires knowledge of computer operating systems: network design, implementation, and servicing; and familiarity with a wide range of software applications
• Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications
• Possesses strong interpersonal and verbal communication skills
• Possesses excellent customer service skills including the ability to follow up to ensure closure of issues
• Requires the ability to effectively communicate with customers on c