Senior Regional Service Specialist; Remote

Join Toshiba America Business Solutions as a Senior Regional Service Specialist (Remote).

Formal classroom instruction, onsite and telephone support/consultation of EID Dealer/Distributors and end users in the use, theory, and detailed technical maintenance of any assigned Toshiba products. Provide escalated technical service/support/expertise, process documentation, onboarding and certification for all Dealers and domestic Distributors to facilitate a successful customer relationship. Translate customer needs into viable technical solutions, support, and training for Dealer/Distributor Staff.

• Provide technical and non-technical support for escalated problem resolution for all Toshiba products.
• Resolve issues and build customer satisfaction by instructing and working with the staff of Dealers and Distributors to ensure their comprehensive understanding of Toshiba products and how to resolve and fix technical issues. This includes the EID Hotline issues from TABS/TBS field technicians and staff. Using communication and relationship development skills resolve and elevate issues as required.
• Assess problems and determine the best course of action to educate Dealers/Distributors. Ensure proper documentation and assessment of data and advise TABS Management where appropriate regarding escalated issue trends.
• Onboard Dealers/Distributors and conduct formal technical training on all EID products and services, including evaluation, testing, grading, and certification of students on their ability to properly repair and maintain EID products.
• Develop applicable training content and collaborate with the Curriculum Development Dept to build out and deliver the most comprehensive training for TABS products, such as Monthly Technical Seminars and bi-Monthly Breakfast Seminars.
• Remain current and educated on current technology used in EID equipment and offerings.
• Attend TABS Technical Training Schools to ensure technical expertise and transfer knowledge to Dealer/Distributor Staff. Training is provided onsite, in a Toshiba location and virtual classroom.
• Conduct regular dealer and distributor visits and prospective dealer and distributor visits concerning service and technical matters, and document per standard procedure.
• Provide support in resolving dealers issues pertaining to TABS. Meets KPI's on visits and contacts as determined by Manager. Identify problem areas and advise management of potential corrective action.
• Manage the set up and maintenance of EID products designated for internal TABS use or resale. Inspects, evaluates, and reports on condition of damaged equipment at TABS warehouse, dealer distributor locations.
• Documents technical problems for Management. This includes supporting the TABS TQC Program
• Supports the Client Services Team in escalations to resolve device performance and dealer compliance to the Toshiba Service level agreements.
• Perform other related duties as assigned.

• Bachelor's Degree or Equivalent.
• Minimum of 5 years of Technical Engineering experience in a combination of the following areas:
  • Technical Support on MFP's and networked products solving technical problems
  • Training/Instruction (Dealer/Distributor/Client) - This includes, Formal Classroom, Certification Training, Webinars and 1:1. Technical Training preferred but not required.
  • Handling of escalated (Tier 2 or Tier3) technical issues
  • Applicable repair and maintenance experience
• Must have strong written and verbal communication skills and ability to provide technical guidance and consultation in an effective manner
• Must be proficient in Microsoft Office and have basic computer hardware knowledge (HW connectivity, etc.)
• Must have demonstrated ability to transfer technical service knowledge to…