Regional Technical Specialist

United States of America, ColoradoR
5027592

United States of America Customer Support Job description

As a Regional Technical Specialist, you are the front line of DEXIS Imaging customer interaction through daily service and support. You will work independently and commute to our customer sites throughout your assigned territory providing professional field technical support and consultation that supplements product sales growth. Being self-driven and well organized are critical components of a successful RTS. The primary function of this position is to support customer and dealer accounts, performing complex technical duties related to DEXIS Imaging products by managing escalated issues and support dealer partners for service and installs in an assigned territory.

You also serve as a mentor for other Field Support team members, handle customer escalations, and execute technical projects.

This position is based in the Denver Colorado area and may require up to 50%+ overnight travel., This is a field-based service technician role.

Essential Duties and Responsibilities:

Territory development in conjunction with the Territory Sales Manager.

High focus on the customer relationships and presentation of service activities/service offerings

Create and grow multiple aspects of our business through supporting regional and company goals.

Identifying, owning, and tracking any issues with an account, according to escalation procedure, to reach resolutionPoint of escalation for troubleshooting of our products and services. Ensure dealers in the assigned territory are adequately supported for service and installs

Rapid reaction to escalated and customer down issues and always maintain a high level of professionalism

Deliver billable service work while proactively generating and managing a pipeline of future service opportunities through customer engagement, needs assessment, and follow-up.

Own the customer issue to resolution and complete service documents

Provide reports to management

Ability to transfer acquired knowledge to Product Service personnel through established internal procedures. The types of knowledge transfer would utilize internal documentation, curriculum development, writing procedures, and directly training personnel.

Mentor and support Field Support team members

Coordinate all direct installations within assigned territory

Ensure dealer technical training needs are met and documented within assigned territory

Perform other duties or special projects as assigned

Job requirements

Job Requirements:

This position will require strong interpersonal face-to-face, phone, and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting/installing equipment on site with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working flexible hours and includes travel that may occur on weekends when necessary.

The role requires supporting and performing complex technical duties related to DEXIS Imaging products, by answering customer/dealer questions or resolving issues in the field. This role serves as a technical liaison in an assigned territory that handles customer escalations, installs assists, direct installs and executes technical projects. This role requires flexibility in work schedule and the ability to work holidays and overtime, and travel as dictated by business needs.

MINIMUM REQUIREMENTS2+ years of formal higher education or equivalent work experience;
Associates, Bachelor's or Technical degree is a plus3+ years of advanced troubleshooting experience in a field environment2+ years of experience in a customer facing role3+ years’ experience with…