Senior Regional Service Specialist
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Job Description
Senior Regional Service Specialist supporting Toshiba’s print, document management, and workflow technology. Providing escalated technical support, dealer training, certification, and extensive field service visits.
Responsibilities:
- Provide formal classroom instruction and onsite and telephone support/consultation to EID Dealer/Distributors and end users
- Provide escalated technical service, support, and expertise for Toshiba products
- Create process documentation and onboard and certify Dealers and domestic Distributors
- Translate customer needs into viable technical solutions, support, and training
- Resolve escalated technical and non-technical problems for Toshiba products
- Instruct Dealer and Distributor staff on Toshiba products and technical issue resolution
- Assess problems, determine educational approaches, and escalate issues as required
- Document and assess data and advise management on escalated issue trends
- Conduct formal technical training, including evaluation, testing, grading, and certification
- Develop training content and collaborate with the Curriculum Development Department
- Deliver Monthly Technical Seminars and bi-Monthly Breakfast Seminars
- Maintain current knowledge of technology used in EID equipment and offerings
- Attend TABS Technical Training Schools and transfer knowledge to Dealer/Distributor staff
- Conduct dealer, distributor, and prospective dealer/distributor visits
- Support resolution of dealer issues pertaining to TABS and meet visit/contact KPIs
- Identify problem areas and advise management on corrective action
- Set up and maintain EID products for internal TABS use or resale
- Inspect, evaluate, and report on damaged equipment at warehouses and dealer/distributor locations
- Document technical problems for management, including support for the TABS TQC Program
- Support the Client Services Team with escalations involving device performance and dealer compliance with Toshiba Service Level Agreements
- Perform other related duties as assigned
Requirements:
- Bachelor’s Degree or Equivalent
- Minimum of 5 years of Technical Engineering experience
- Technical Support on MFP’s and networked products solving technical problems
- Training/Instruction experience, including Formal Classroom, Certification Training, Webinars and 1:1
- Technical Training preferred but not required
- Experience handling escalated (Tier 2 or Tier 3) technical issues
- Applicable repair and maintenance experience
- Strong written and verbal communication skills
- Ability to provide technical guidance and consultation effectively
- Proficient in Microsoft Office
- Basic computer hardware knowledge, including HW connectivity
- Ability to transfer technical service knowledge to Dealer/Distributor staff and customers
- Ability to travel extensively
- Ability to use appropriate technology for the position, including handheld computer, phone, and laptop
- Demonstrated ability to work autonomously
- Excellent time management and prioritization skills
- Ability to work well with customers and exhibit professional appearance and demeanor
Benefits:
- Medical, dental, and vision coverage
- 401(k) plan with match
- Company provided life insurance
- Employee Assistance Programs
- Pre-tax spending accounts
- Pet insurance
- Employee discounts
- Generous paid holidays
- Vacation days
- Sick/personal business/volunteer days
- Opportunities for career growth within a global technology organization
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