Product Support Technical Specialist

job - , paid

Ricoh Electronics
Tucker, GA
Closed
Posted 32 Days ago
Ricoh Electronics
Tucker, GA
job - , paid
Posted 32 Days ago
Closed

Description

Job Title Product Support Technical Specialist - Commercial Printers Description POSITION PROFILE Provides telephone hotline product technical service support, in a call center environment, to dealers, field technicians, VARs, OEMs and/or end user customers. Ensures high-level customer satisfaction by analyzing problems pertaining to malfunctioning electro/mechanical equipment, computer equipment, or software applications, identifying problem areas and recommending corrective action. Utilizes sophisticated diagnostic tools, service aids, product schematics, and all other available product information in the assessment and resolution of called-in equipment failures or issues. As needed, may replicate caller's equipment failure situation in a test laboratory, to aid in the diagnosis and ultimately step the caller through the resolution procedures. On occasion, may also provide pre-sales technical expertise to the sales team as needed, remotely assessing potential customer's application/business needs. JOB DUTIES AND RESPONSIBILITIES * Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely, professional manner. Evaluates the caller's issue and gives assistance utilizing the appropriate support information and documentation. Assumes full ownership of incoming support requests. Escalates and follows up as needed to ensure fastest possible resolution * Makes entries for incoming issues and all activities that pertain to any existing issues within the call database software. Entries are accurate, detailed, and include all required fields * Completes all required administrative tasks in an accurate and timely manner * Utilizes correct escalation procedures on all irresolvable issues outside the range of his/her expertise * Reviews all technical information pertaining to supported products, including new and updated information as it becomes available * Uses available lab equipment and other resources to effectively troubleshoot issues. Returns resources to proper working condition when through * Under supervision of team lead or manager, assists with conducting tests in controlled lab environment to duplicate and resolve issues * Resolves issues, with assistance of team members, where precedents are available * Attends and satisfactorily completes assigned training * Responsible for the maintenance and safekeeping of a laptop computer and other assigned company property * Maintains up-to-date hard copy and electronic documentation on all supported products * Performs other duties as assigned QUALIFICATIONS (Education, Experience, and Certifications) * Typically requires: * High school diploma or equivalence and: BS Degree, technical school graduate, electronics training, or equivalent experience Ricoh is an EEO/Affirmative Action Employer -- Minorities/Women/Protected Veterans/Disabled. Shift 1st City Tucker State GA Req Number 19-03621

Skills

troubleshooting, technical support, training, customer satisfaction, electronics, laptops, printers, product support, software, sales, pre-sales, laboratory skills, documentation, professional services, failure analysis

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