Roland Care Support Representative

Are you passionate about helping others and solving technical challenges? Do you thrive in a dynamic, collaborative environment with the flexibility of hybrid work? Roland DGA is seeking a Roland Care Support Representative to be the friendly, knowledgeable voice supporting our customers and dealers nationwide. In this hybrid role 3 days in the office and 2 days remote you’ll provide expert technical support via phone, online platforms, and mail.

You’ll also collaborate closely with a dedicated team to deliver outstanding customer care and ensure every interaction reflects the quality and innovation Roland is known for.

JOIN THE ROLAND DGA FAMILY Roland DGA Corporation is the U.S.

-based marketing, distribution and sales arm of Roland DG Corporation of Hamamatsu, Japan, a worldwide leader in the sign, graphic arts, fine art, vehicle graphics, UV, photography, engraving and 3D modeling industries. Roland DG is the world’s number one provider of wide-format inkjet printers for the durable graphics market. We are a nine-time winner of the Top Work Place Award in Orange County, offer a creative, team-oriented environment and a competitive compensation package, including continuing education and 401k match.

Under the direction of the Roland Care Support Manager, the Roland Care Support Representative will provide technical support to end-users and dealers on the telephone, through online networks and by mail. This position requires occasional travel to one of the Roland DGA facilities to collaborate with team members, attend meetings, address business needs and hands on training.

• Provide troubleshooting, technical support and production operation support (hardware and software) to partners, end-users, and dealers by telephone/online networks/mail.
• Respond by phone and e-mail promptly and professionally, while adhering to the Company’s policies.
• Encourage the sales of software, consumable supplies, and warranties when applicable.
• Follow the Technical Support Department published Standard operating procedures.
• Prepare reports, documentation, research, or other assigned duties during time-off-the-phones.
• Take ownership of customer issues and cases and follow through continuously until resolution to the customer’s satisfaction.
• Record all support calls and emails in the CRM database correctly and promptly.
• Test customer files, profiles, and media for all lines of Roland hardware.
• Test and repair, if necessary, all lines of Roland hardware and software.
• Other duties as directed by Supervisor and/or Manager.
• Supports a positive work atmosphere by acting and communicating in a manner that promotes positive work relationships with customers, clients, co-workers, and management.
• Able to process all the paperwork and billing information in the Service Order Management system.

• Standard call center metrics, including customer contact volume (phone and email), average talk time, attendance, and schedule compliance.
• Quality of customer service in all interactions with customers, internal and external.
• Quality of repairs: including complete internal and customer documentation.
• Effective training and documentation development for internal and external customers.
• Quality of recorded customer interactions including phone calls and emails in the Salesforce system.

AA Degree or higher preferred (BS or BA) or equivalent work experience.

• Good electronic and electro‑mechanical troubleshooting methodology.
• Understanding of color management/workflow.
• Basic understanding of large format inkjet operation and repair.
• Knowledge of industry software including Adobe Illustrator, Photoshop, Corel Draw & RIP Software.
• Basic understanding of engraving, vinyl cutting and 3D operation.
• Understanding of local area network setup in a PC‑based IP environment, Macintosh OS 10 and above.

Entry level position. Large format printing, engraver and 3D support experience preferred. Troubleshooting experience in a high‑tech environment. Knowledge of Microsoft Windows operating system and installation of USB/Ethernet devices is…