Production System Specialist- East Region

Production System Specialist
- East Region

Montvale, New Jersey, United States

The Production System Specialist is responsible for developing and supporting Sharp’s service partners within an assigned geographic area. Also responsible for monitoring, investigating and providing in-depth reporting on the field performance of all assigned products.

• Provide technical support on Sharp Production Systems, demonstrating high level technical skills in hardware, firmware, software, and network technical issue resolution. Use advanced troubleshooting tools & techniques to resolve escalated customer issues for business partners. Perform root cause analysis using critical thinking skills and troubleshooting methodologies.
• Field support activities include troubleshooting and repairing production products to address high level escalated hardware support issues from Sharp’s Technical, Install and de-install devices and provide technical expertise at Sharp and in the field assisting Sharp’s dealer network.
• Provide urgent and high-visibility third-level technical support via on-site or by phone to Sharp’s dealer network of field technicians and Sharp authorized dealers.
• Troubleshoot electromechanical and connectivity-based issues, providing timely and cost-effective solutions and ensuring Sharp products meet all manufacturing and operational specifications.
• Provide detailed and thorough documentation of field activities, allowing for proper cross-communication between management, sales and domestic engineering groups.
• Provide field practices to authorized Sharp dealers.
• Manage assigned territory, assisting Sharp’s service business partners to achieve performance levels in keeping with industry standards. Ensure partners are fully supported in all technical and procedural procedures.
• Support Quality Assurance and Regional Management to set up product monitoring programs and Technical Roundtable meetings.
• Conduct formal & informal service training classes to ensure the technical competency of service partner personnel. Monitor training classes for quality control purposes and suggest improvements to the training courseware and program.
• Provide Technical Hotline, phone, fax and e-mail and other remote support functions in support of other SIICA departments, as requested through management.
• Work closely with Sales to develop new and existing dealers, assuring they are technically proficient in hardware and software products they have been trained in to maximize the potential for additional sales.
• Provide support at Business & Trade Shows, internal Sharp sales meetings, external road shows, and other events as required.
• Makes on-the-spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.
• Assist in development and training of Dealer Production Service personnel.
• Requirements may change from time to time based on business needs.

• A minimum of 5 years industry production print experience is highly desirable.
• Associate’s degree in an appropriate technical subject or equivalent certification and/or business experience is highly desirable.
• Direct support of 6 color digital press experience is a plus.
• Industry recognized Net+, MCP certifications.
• Industry recognized MCSE, MCTS, MCITP, or MCSA certification is highly desirable.
• Must possess highly developed communication & writing skills.
• Must demonstrate a high level of classroom and web-based teaching skills.
• Must possess a high desire to accept a leadership role.
• Up to 80% travel (average 75% of all working days per year) as well as some weekend travel.
• Position may require the ability to lift heavy equipment or push & position equipment.

Sharp Electronics Corporation is an equal opportunity employer – minority, female, disability, veteran. As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools are used to support, and not replace, human decision-making. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.