Product Technical Specialist

About the position

The Product Technical Specialist is responsible for providing first-level technical support to both external and internal customers, focusing on hardware and software issues related to Domino printing equipment. This role involves documenting customer inquiries, troubleshooting problems, and ensuring high levels of customer satisfaction through effective communication and problem-solving skills. The position is primarily remote, with responsibilities that may require onsite support at customer locations across the United States.

Responsibilities

• Provide technical support for Domino printing equipment via phone and at customer sites throughout the United States.
• Log all opportunities into Salesforce Service Max.
• Evaluate and prioritize customer opportunities.
• Document initial call details, troubleshooting steps, and resolution of opportunities.
• Quickly evaluate customer opportunities and escalate appropriately, when necessary.
• Diagnose, troubleshoot, and repair system problems via phone.
• Identify preventative maintenance service to maximize uptime in line with customer production schedules and equipment specifications.
• Provide customer management through commercial awareness, focusing on retention and growth.
• Initiate proactive action on behalf of the customer.
• Actively engage with other areas of the business when opportunities exist, including training, aftermarket, and sales.
• Understand the customers' needs and align Domino resources to deliver value.
• Deliver internal and external customer training when necessary.
• Contribute positively and proactively to the Domino support team.
• Acquire and maintain current knowledge of relevant products.
• Provide the highest level of customer service for all support inquiries.
• Escalate scheduling conflicts to the Technical Support Supervisor or District Supervisors for evaluation.
• Respond to after-hours customer call requests.
• Evaluate and monitor inventory levels for equipment.
• Place orders to engineer kits via the Oracle ordering system.
• Provide onsite customer support when necessary.

Requirements

• Bachelor's or Associate's Degree in Engineering required.
• At least 2 years of relevant experience.
• Fluent in French-Canadian (Québécois French) required.
• Excellent communication skills.
• Ability to work with different levels of employees/customers.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to prioritize tasks.

Benefits

• 3 medical plans: Traditional PPO, Value PPO, and High Deductible Health Plan with a Health Savings Account.
• Flexible Spending Accounts.
• Dental and Vision Plans.
• Company paid Life and AD&D Insurance, short-term and long-term disability insurance.
• Voluntary life and AD&D insurance for employees and eligible dependents.
• 401(k) Retirement Plan with generous employer match.
• Voluntary benefits such as pet insurance, legal assistance, and Aflac.
• Vacation, Sick Days, Floating Holidays, and Company Holidays.
• Annual Bonus.
• Summer Friday Program that runs from May to October.
• Company closure between Christmas and New Years.
• Hybrid or fully remote work schedules.