Specialist II, Technical Product Support
POSITION PROFILE
Provides high level pre and post-sales support for technicians, sales staff, system engineers
and system analysts. Specializes in complex technical aspects of digital copier devices, related
utilities and connectivity for the advanced diagnosis, maintenance, repair and configuration of
printers, digital copiers and enablers. Supports the DSC Manager in oversight of daily
operations, including monitoring and evaluating staff performance and training individual staff
members.
JOB DUTIES AND RESPONSIBILITIES
- Monitors and evaluates the performance of staff members within area of responsibility and
reports performance to the manager
- Trains and guides staff members in specialized support of designated equipment and
software
- Mentors team members; this includes training and the development of training tools to
help elevate a team member’s technical and/or networking knowledge
- In the absence of the manager, or as required, communicates directly to upper
management
- Responds to incoming support calls (i.e. telephone, voicemail, email) in a timely,
professional manner with no assistance
- Evaluates the caller’s issue and then gives assistance utilizing the appropriate support
information and documentation
- Utilizes correct escalation procedures on all irresolvable issues outside the range of
his/her expertise
- Responsible for taking ownership of issues that have been escalated and guides other
staff members in support of issues they are handling
- Makes entries for incoming issues
- Responsible for servicing and safekeeping of assigned company property
- Under supervision of the department manager follows company and departmental training
programs, policies, procedures and guidelines
- Provides Specialist Services
- Monitors open issues of all staff
- Researches and tests recurring issues on assigned products, creating any needed
documentation (i.e. change request, field bulletins or procedures) for approval
- Recommends and orders new equipment for the lab environment, and oversees the
installation and set-up of new equipment into the lab, including performing any testing
needed for available network environments and developing internal training for the
department
- Facilitates the testing and/or debugging of new software releases for assigned vendor
- Team Leadership
- Approves and reviews department documentation for content and accuracy prior to
assuring timely disbursement
- Develops, in conjunction with the department manager, standards and programs for
internal and external training on supported vendor products and conducts such training
programs
- Provides positive reinforcement to staff personnel within assigned product lines, while
assuring their performance and conformance to departmental guidelines
- Assumes responsibilities of the manager as required, making decisions in the manager’s
absence
- Completes all required administrative tasks or projects in an accurate and timely manner
- Secondary Duties
- Installs and maintains current digital copier application software on assigned workstation
and assists others with this installation
- Maintains immediate office area to company standards
- Maintains and monitors currency of hard copy documentation on supported products
- May be responsible for maintaining and safe keeping of a laptop with a value of about
$3,000
- Performs other duties as assigned
QUALIFICATIONS (Education, Experience and Certifications)
Typically requires:
- High school diploma or equivalent; 4-year college degree is desired
- Advanced technical knowledge (Mechanics, Digital Circuitry, Electronic principals)
typically gained through completion of 2-year technical school training
- Minimum of 5 years of experience in the configuration, maintenance and repair of digital
copiers and printers, or equivalent experience in related equipment
- 5 years of experience as systems and technical specialist or equivalent support
experience with related equipment
- Netg certified or equivalent, and proficiency with Windows and Unix operating systems
- Proficiency with connectivity issues on assigned network connectable devices
- Experience in supporting sales, service technical personnel, and the ability to
communicate effectively on complex subjects
- Experience in the development of training materials and tools
KNOWLEDGE, SKILLS AND ABILITIES
- Possesses ability to read and understand technical documentation, manuals and electrical
diagrams, as well as the ability to communicate this knowledge
- Possesses ability to create complex technical documentation and support materials
- Possesses superior skills with a methodical approach to resolving problems
- Possesses strong interpersonal skills with ability to guide, motivate, direct & lead
departmental staff
- Possesses superior verbal and written communications skills.
- Possesses excellent customer service skills, including ability to follow up to ensure
closure of issues
- Possesses initiative and ability to be self-motivated
WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS
- Typically works in an office environment with adequate lighting and ventilation, and normal
range of temperature and noise
- Requires exposure to conditions that could result in minor and/or treatable accidents or
illness, such as burns, cuts, etc. and conditions that could result in loss of fingers
- Shift work, overtime, stand-by and/or on-call may be required
- Seeks guidance when necessary and uses judgment to analyze and determine the
particular issue support is being called on to determine the solution route to be used
- Work assignments are diversified. Examples of past precedent are used to resolve work
problems. New alternatives may be developed to resolve problems
- Work has periodic stress related to an increased volume of incoming issues and
occasional contact with dissatisfied customers
- Tool cases and assorted service related tools weighing in the range of 25 to 50 pounds, or
cases of paper may be carried around the test lab area
- A high level of dexterity is required in the regular use of a variety of hand tools. These
tools will include, but are not limited to, screwdrivers, pliers, wrenches and some
electronic testing equipment. There is an emphasis on fine-motor skills for work on small
electronic and mechanical components. Remains seated at desk
- Physical effort is required to lift and carry objects that weigh up to 50 pounds.
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
