Summary of Position: (Provide a brief narrative, one or two sentences, that highlights the primary purpose to the organization and key responsibilities of the job). The Technical Support Specialist is responsible for nextScan and ST Imaging equipment in the field. This includes supporting product installation, warranty issues, extended warranty issues, equipment upgrades and other issues customers may experience with equipment or software. This role works with our internal sales, marketing, support, engineering, and manufacturing business segments. They are expected to be the first contact (Level 1) with customers by phone email or service ticket. They will have frequent contact with high level customers and prospects and be able to handle internal and external customer objections in a professional manner. This person is responsible for maintaining the highest level of customer satisfaction within our industry. |
Principal Duties and Responsibilities: (State the essential functions of the job, organized from most to least essential. Include normal day-to-day duties as well as duties that occur at irregular intervals but that are of a recurring and essential nature. Include leadership and managerial responsibilities, if applicable). - Be first point of contact to provide technical assistance for Value Added Resellers (VARs), and customers via all levels of communication.
- Diagnose and determine the cause of problems, suggest corrections, and issue appropriate Return Material Authorizations (RMAs) as needed for warranty, non-warranty, and dead-on arrival (DOA) scanners.
- Discuss customer problems with Partners, Resellers, Customer Service Representatives and Sales Reps, using tact and diplomacy in determining solutions to problems and basis on which corrections are made.
- Make recommendations concerning changes to company products, improvements, or installations, based on findings.
- Assist with Technical writing (product manuals/instructions, technical bulletins/ reports, helpdesk documents, training aids and web based Frequently Asked Questions).
- Assist in product installation for trade shows & other purposes.
- Investigate failure of selected returned components/systems & process the associated paperwork/hardware (may require travel to field sites).
- Evaluate new releases of nextScan and St Imaging software for bugs and quality of life changes.
- Occasionally provide support to customers outside of normal business hours due to international time zone differences.
- Travel to customer sites to install new scanners and train their personnel on how to operate and maintain the equipment (Up to 2/3 of time).
- Travel to customer sites to perform preventative maintenance services as requested (Up to 2/3 of time).
- Other duties as assigned.
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Knowledge, Skills and Abilities Required: (List the minimum required education, prior experience, certifications, licenses, and specialized areas of knowledge required to adequately perform the essential functions of the job). - High School diploma plus 1-2 years technical training (electrical or mechanical) minimum. Associate or bachelor’s degree in computer science preferred, Microsoft networking certifications preferred.
- Company or vocational sponsored technical certifications or tech training is a plus.
- Presentation and training skills or experience is a plus.
- 2 years’ experience Network/LAN Knowledge and Troubleshooting.
- 2 years’ experience PC Troubleshooting.
- NetSuite knowledge a plus.
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Personal Skills and Competencies: (Identify any behavioral characteristics and attributes that would contribute to superior performance for this position, i.e., organization skills, communication skills, detail-orientation, analytical skills). - Experience in providing remote customer support on electrical, mechanical equipment preferred.
- The position requires outstanding customer service skills. The ability to communicate efficiently with unsatisfied customers. The ability to communicate with clear and concise verbal and written communications; to efficiently solve technical field problems is critical to the position.
- Proficiency with typical Microsoft operating systems, office suite and web browser use.
- Should be capable of assimilating technical information, filtering it, making value-added decisions on it with a minimum amount of direction.
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Customer Base: (Identify who the primary and secondary customers are for the position. This includes any person or group of people, internal or external, who rely on the work product or output of the position). - End Users – Customers who purchase nextScan/St Imaging equipment to use whether the purchase is direct or through a reseller.
- Value Added Resellers (VARs) – Customers/Partners who purchase nextScan/St Imaging equipment to use or to resell to other customers.
- Employees of DCC or DCI as needed or requested.
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Working Conditions/Physical Requirements of the Job: (Indicate what the physical requirements are to complete the essential functions of the job, i.e., lifting, standing, etc. Also indicate any working conditions that may be out of the ordinary, i.e., travel, on call or unusual hours, exposure to noise, etc.). - Requires standing and walking, using hands from fingers and feet Up to 1/3 of the time.
- Requires sitting, talking, and hearing Up to 2/3 of the time.
- Requires close and color vision.
- Requires out-of-town travel Up to 2/3 of the time.
- Work is performed in a controlled office and manufacturing environment but may be required to visit customers and observe customer operations in uncontrolled environments.
- Job is located in Meridian, Idaho
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The above is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor is it intended to be an exhaustive list of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. |
