Specialist II, Technical Product Support

Overview

Specialist II, Technical Product Support

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. Supports the DSC Manager in oversight of daily operations, including monitoring and evaluating staff performance and training individual staff members.

• Monitors and evaluates the performance of staff members within area of responsibility and reports performance to the manager.
• Trains and guides staff members in specialized support of designated equipment and software.
• Mentors team members; this includes training and the development of training tools to help elevate a team member’s technical and/or networking knowledge.
• In the absence of the manager, or as required, communicates directly to upper management.
• Responds to incoming support calls (telephone, voicemail, email) in a timely, professional manner with no assistance.
• Evaluates the caller’s issue and provides 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 and is responsible for servicing and safekeeping of assigned company property.
• Under supervision of the department manager follows company and departmental training programs, policies, procedures and guidelines.
• Provides Specialist Services and monitors open issues of all staff.
• Researches and tests recurring issues on assigned products, creating any needed documentation (e.g., change requests, field bulletins or procedures) for approval.
• Recommends and orders new equipment for the lab environment and oversees the installation and set-up of new equipment into the lab, including performing any testing needed for available network environments and developing internal training for the department.
• Facilitates the testing and/or debugging of new software releases for assigned vendor.
• Approves and reviews department documentation for content and accuracy prior to assuring timely disbursement.
• Develops, in conjunction with the department manager, standards and programs for internal and external training on supported vendor products and conducts such training programs.
• Provides positive reinforcement to staff personnel within assigned product lines, while assuring their performance and conformance to departmental guidelines.
• Assumes responsibilities of the manager as required, making decisions in the manager’s absence.
• Completes all required administrative tasks or projects in an accurate and timely manner.
• Installs and maintains current digital copier application software on assigned workstation and assists others with this installation.
• Maintains immediate office area to company standards and maintains currency of hard copy documentation on supported products.
• May be responsible for maintaining and safekeeping of a laptop with a value of about $3,000.
• Performs other duties as assigned.

• High school diploma or equivalent; a 4-year college degree is desired.
• Advanced technical knowledge (mechanics, digital circuitry, electronic principles) 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.
• 5 years of experience as systems and technical specialist or equivalent support experience with 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.