Specialist II, Technical Product Support

Job Title: Specialist II, Technical Product Support

The Specialist II, Technical Product Support provides high-level pre- and post-sales support for technicians, sales staff, system engineers, and system analysts. Specializing in complex technical aspects of digital copier devices, related utilities, and connectivity, the role is responsible for the advanced diagnosis, maintenance, repair, and configuration of printers, digital copiers, and enablers. The Specialist II also supports the DSC Manager in overseeing daily operations, including monitoring and evaluating staff performance and training.

• Monitors and evaluates staff performance and reports results to the manager.
• Trains and guides staff in specialized support of designated equipment and software.
• Mentors team members, providing training and developing tools to enhance technical and networking knowledge.
• In the absence of the manager, communicates directly with upper management.
• Responds to incoming support calls (telephone, voicemail, email) in a timely, professional manner.
• Assesses issues and provides assistance using appropriate support information and documentation.
• Utilizes escalation procedures for issues outside the scope of expertise.
• Takes ownership of escalated issues and supports other staff in resolving technical issues.
• Makes entries for incoming issues and ensures proper tracking.
• Researches recurring issues on assigned products, creating documentation such as change requests, field bulletins, or procedures for approval.
• Recommends and orders new equipment for the lab environment, overseeing installation and setup, including testing for available network environments.
• Facilitates the testing and/or debugging of new software releases for assigned vendors.
• Approves and reviews department documentation for content and accuracy.
• Develops standards and training programs for internal and external training on supported vendor products.
• Provides positive reinforcement to staff while ensuring adherence to departmental guidelines.
• Assumes managerial responsibilities when required and makes decisions in the manager’s absence.
• Completes all administrative tasks and projects in an accurate and timely manner.
• Installs and maintains current digital copier application software on assigned workstations and assists others with installation.
• Maintains office area to company standards.
• Monitors the currency of hard copy documentation on supported products.
• May be responsible for maintaining and safeguarding a company laptop worth approximately $3,000.
• Performs other duties as assigned.

• High school diploma or equivalent required; a 4-year college degree is preferred.
• Advanced technical knowledge in Mechanics, Digital Circuitry, and Electronics, typically gained through a 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 with related equipment).
• 5 years of experience as a systems or technical specialist or equivalent support experience.
• Proficiency in Windows and Unix operating systems.
• Proficiency in resolving connectivity issues on network-connected devices.
• Experience in supporting sales and service technical personnel and the ability to communicate effectively on complex topics.
• Experience in developing training materials and tools.

• Ability to read and interpret technical documentation, manuals, and electrical diagrams, and communicate this knowledge effectively.
• Capable of creating complex technical documentation and support materials.
• Superior problem-solving skills with a methodical approach to troubleshooting and resolving issues.
• Strong interpersonal skills, with the ability to guide, motivate, and lead staff.
• Excellent verbal and written communication skills.
• Outstanding customer service skills, including follow-up to ensure issue resolution.
• Initiative and self-motivation to work independently.

• Typically works in an office environment with adequate lighting and ventilation, and a normal range of temperature and noise.
• May involve minor accidents or illnesses, such as burns or cuts.
• Shift work, overtime, and on-call duty may be required.
• Physical tasks include lifting or moving objects up to 50 lbs and the use of hand tools.
• Fine motor skills are essential for working on small electronic and mechanical components.
• Requires moderate physical effort in carrying tools or service-related items (25 to 50 lbs).
• Work assignments are diversified, requiring problem-solving based on previous precedents or new alternatives.
• Periodic stress due to increased volumes of issues and contact with dissatisfied customers.

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