Senior Product Support Specialist, Help Desk

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

As a Senior Product Support Specialist, you will be responsible for providing technical and functional telephone support to Dealers, technical staff and customers. Exercises good judgment within defined procedures and practices to determine appropriate action.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

• Responding to customers’ by determining the nature and likely causes of problems, recommending corrective action or guiding the customer through the necessary steps to a resolution.
• Evaluate specific machine problems and maintain constant communication with the Digital Product Support Supervisor, including any unresolved technical situations.
• Perform product testing in the National Digital Product Testing Lab and report findings to the Digital Product Support Supervisor.
• Provide training for Hotline Staff on new products.
• Provide accurate answers to Dealer Technical Personnel while maintaining and promoting KMA.
• Follow up with Dealer Service Manager or Dealer Technician on pending technical problems at Dealership.
• Provide information to Regional Technical Managers concerning technical problems within their Region.
• Maintain contact with Regional Technical personnel in order to communicate technical information updates/status.
• Create and maintain month end reports summarizing Hotline activity by model.
• When asked to do so, the Product Support Specialist will also be involved in writing Technical Bulletins.

• High School or General Education diploma.
• Minimum of 5 years’ experience working on photocopiers, facsimiles, and multifunctional office products.
• Minimum of 2 years computer and network experience.
• CompTIA Network
• (and/or) MCSE certification
• Occasionally lift and/or move up to 50 lbs.
• Working knowledge of Microsoft applications, basic diagnostics, and troubleshooting
• Proficient user of Microsoft Office and knowledge of Adobe Products.
• Proficient in Apple products and applications.
• Knowledge of Color Theory as pertains to printing/office products.
• Excellent analytical and troubleshooting skills.
• Ability to effectively communicate verbally and in writing.

• Ability to communicate in both English and Spanish

The typical pay range for this role is $62,000 -$103,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors. This position may include a discretionary bonus based on performance.

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture…