Specialist II, Technical Product Support

Specialist II, Technical Product Support

POSITION PROFILE

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.

JOB DUTIES AND RESPONSIBILITIES

- 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 (i.e. telephone, voicemail, email) in a timely,

professional manner with no assistance

- Evaluates the caller's issue and then gives assistance utilizing the appropriate support

information and documentation

- Utilizes correct escalation procedures on all irresolvable issues outside the range of

his/her expertise

- Responsible for taking ownership of issues that have been escalated and guides other

staff members in support of issues they are handling

- Makes entries for incoming issues

- 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

- Monitors open issues of all staff

- Researches and tests recurring issues on assigned products, creating any needed

documentation (i.e. change request, 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

- Team Leadership

- 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

- Secondary Duties

- Installs and maintains current digital copier application software on assigned workstation

and assists others with this installation

- Maintains immediate office area to company standards

- Maintains and monitors currency of hard copy documentation on supported products

- May be responsible for maintaining and safe keeping of a laptop with a value of about

$3,000

- Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

Typically requires:

- High school diploma or equivalent; 4-year college degree is desired

- Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals)

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

KNOWLEDGE,

SKILLS AND ABILITIES

- Possesses ability to read and understand technical documentation, manuals and electrical

diagrams, as well as the ability to communicate this knowledge

- Possesses ability to create complex technical documentation and support materials

- Possesses superior skills with a methodical approach to resolving problems

- Possesses strong interpersonal skills with ability to guide, motivate, direct & lead

departmental staff

- Possesses superior verbal and written communications skills.

- Possesses excellent customer service skills, including ability to follow up to ensure

closure of issues

- Possesses initiative and ability to be self-motivated

WORKING CONDITIONS, MENTAL AND…