Technical Specialist, Document Systems

• As a Product Specialist for Document Systems, you will use critical thinking and problem-solving skills to manage complex end-user support calls to assist Field Service/Dealer Service technicians and end-user customers.

• Responsible for answering inquiries via telephone, email, Teams to provide high-level technical support to resolve issues that may pertain to customer application issues, equipment malfunctions and training requirements.

• Requires the ability to independently assess each interaction with our internal and external customers, and to effectively prioritize and follow up afterwards.

• Demonstrates the ability to work with limited supervision and adhere to office policies and procedures.

ESSENTIAL DUTIES / RESPONSIBILITIES

• Provide mid- to advanced-level technical support to customers, Field/Dealer Service, Sales, and Marketing via phone, email, or other direct communication.

• Maintain a high level of customer care while demonstrating a cooperative and friendly attitude.

• Troubleshoot and resolve issues even when faced with unfamiliar or complex scenarios for high-end folders/inserters. Proactively seek out information, leverage problem-solving skills to identify the problem, and offer inventive workarounds in dynamic and challenging situations.

• Communicate regularly with the assigned sales professional/manager/channel marketer/service technician and any other team member involved in addressing the customer or dealer issue.

• Travel to the customer site or Dealer Partner to provide On-Site Assistance (OSA) and ensure equipment is pre-flighted, installed to factory specs and operators trained to perform the necessary functions to run the equipment independently; provide troubleshooting tips to ensure confidence in Quadient platforms.

• Provide phone support to the end-users on Document Systems hardware, software, general use, questions, and network-related problems, and, if necessary, screen-share support.

• Understanding of power management, voltage regulation and the ability to diagnose and troubleshoot complex digital electronic circuit issues.

• Read, interpret and diagnose problems with PCB boards also understand schematics and wiring diagrams for equipment.

• Responsible for handling technical escalations to NORAM Tier III Technical Support or Loughton manufacturing facility for more advanced inquiries beyond the skills or knowledge of Tier II Technical Support Associates.

• Provide training and guidance to Tier II Technical Support Associates support and customers on technical issues.

• Develop Knowledge Base articles and support documentation, if necessary.

• Provide exceptional customer satisfaction in every interaction with our internal and external customers by exhibiting our “EPIC Values.”

• Utilize and remain proficient in other department applications (e.g., Knowledge Base website, Teams, myquadient, Workday, ServiceMax, etc.).

QUALIFICATIONS

• Preferred: two-year diploma or degree in a technical-related area

• 5+ years of professional experience troubleshooting and repairing hardware and software solutions.

• Preferred: Technical writing skills

• Exceptional electro/mechanical skills

• A+ Certified and/or Network+ Trained

• Experience in time management and prioritization while leading projects

• Continuous learning mindset: Ability to easily adapt to and learn new technologies.

• Perform duties and responsibilities independently with limited direction from leadership

• Create workarounds to solve unseen customer problems and document/share solutions across the organization.

• Bilingual in English/French desired, but not necessary

• Thorough knowledge of Microsoft Operating Systems, including proficiency in Windows-based applications, including Microsoft Office (Word, Excel, Outlook, Teams, etc.).