Regional Technical Specialist; Remote-WA​/AK​/N​/MT

JOB SUMMARY

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.

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 Seattle metro area
, and may require up to 50%+ overnight travel, depending on home location.

• 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 resolution.
• Point 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.

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…