Consultant II, Product Support Technical Support

Corporate HR Specialist

Consultant II, Product Support Technical Support

POSITION PROFILE

Supports color production digital products and associated connected environment, both hardware and software. Depending upon size of region color production installed base, may have additional responsibility for providing High Volume (Segment 6) or Printing Systems technical support.

JOB DUTIES AND RESPONSIBILITIES

• Specializes in providing Region level hardware and software support for the color production products. May provide same support for other Image Systems products as well
• Provides remote and on-site technical direction and diagnostic assistance to service technicians in resolving complex or unusual hardware or software failures or problems
• Assignments are typically "escalated" in nature and non-routine
• Serves as the Level 1 link in the problem escalation & resolution process
• Serves as the Region communication link for disseminating critical technical information
• Provides Region level specialist support
• Serves as the Region Level 1 support link for all production color related technical issues. Delivers support both in person and by phone
• Provides remote and on-site technical direction and diagnostic assistance to PC service technicians in resolving complex or unusual hardware or software failures or problems
• Communicates regularly with Help Desk regarding new technical problems and fixes
• Conducts technical seminars focusing on enhancing knowledge/skill level of service technicians
• Attends manufacturer/vendor technical seminars and communicates with service technicians, sales and customers concerning training, product support and technological changes
• Participates in PC Installations as much as possible, with special emphasis on assisting recently trained PC technicians
• Distributes technical information to service technicians and service management as required
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations
• A positive influence/champion within the team/organization
• Proactively seeks ways to improve product reliability, customer satisfaction, CST skills and knowledge and aftermarket financial results
• Analyzes equipment performance reports and makes appropriate recommendations to management
• Manages Territory
• Provides emergency call back-up support in unusual circumstances
• Effectively executes any required territory management and call handling procedures
• Works closely with sales to maximize base growth opportunities
• Assumes responsibilities of Field Service Manager as required
• Maintains and manages own parts inventory with a high degree of accuracy
• Completes all required administrative tasks in an accurate and timely manner
• Available to work shifts, stand-by, and/or on-call as required
• Complies will all company policies

Customer Service

• Effectively handles communications, and the most difficult customer situations
• Acts as a communication link on unresolved technical problems/issues
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed
• Maintains productive, professional relationship with all company personnel
• Responsible for maintaining a "car stock" inventory with a value of $1,000 to $6,000
• Performs other duties as assigned

QUALIFICATIONS (Education, Experience and Certifications)

Typically requires:

• Technical and quantitative skills typically gained through completion of formal training and 4+ years of related experience including a minimum of 1 year of experience as an Image Systems Technician
• Requires Basic Connectivity (IBC) certification and other product-related competencies. Must be currently servicing color products at least 50% of time
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for positions entailing extensive use of personal car while on company business

KNOWLEDGE, SKILLS AND ABILITIES

• Requires knowledge of computer operating systems; network design, implementation and servicing; and familiarity with a wide range of software applications
• Requires regular written and verbal communications with vendors of hardware and software to gain further technical knowledge of applications
• Possesses excellent diagnostic, problem-solving and technical skills
• Possesses strong interpersonal and verbal communications skills
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues
• Requires the ability to effectively communicate with customers on complex subjects
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications in support of the service of digitized output devices
• Possesses ability to convey technical information through training seminars, written, or verbal communication
• Possesses ability to write, assemble and distribute technical information relative to connectivity

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions
• Extensive overnight travel using air and ground transportation
• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns
• Shift work, overtime, stand-by and/or on-call may be required
• Requires ongoing internal contact via telephone, written and in-person with technical and other professionals to provide technical training and solutions on computer connected/digitized output systems
• Requires frequent external contact with decision-makers and IT coordinators
• Verbal contact is required with customers via telephone and in person to diagnose and isolate software and hardware problems associated with computer connected/digitized output devices
• The customer relations' aspects of the job tend to be more diversified and may require assistance from a Systems Engineer or IT personnel at the customer location. It will also be necessary for the technician to determine whether or not the service call can be completed over the phone or will require an on-site visit when dealing with "soft" related calls
• Utilizes diagnostic software to troubleshoot and isolate systems failures to expedite systems recovery. Troubleshoots software, hardware, and connectivity-related issues. Judgment is also used in determining routine servicing and parts to be replaced
• Work has periodic stress related to the resolution of customer problems during system down time
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level
• Occasionally, lifts and moves office furniture and equipment weighing up to 50 pounds to set up and maintain demonstration room and equipment
• Requires a high level of proficiency and hands-on knowledge of peripherals and digitized output devices from a hardware standpoint. Requires a regular use of a variety of hand tools. These tools will include but are not limited to screwdriver, pliers, wrenches and computers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.