Senior National Technical Support

Overview

Provide advanced national-level technical leadership for industrial print systems, serving as a senior technical authority and escalation owner across customers, dealers, and branch service organizations. This role is responsible for resolving complex and high-impact technical issues, delivering national training and guidance, ensuring service continuity, and supporting Konica Minolta initiatives through hands‑on service, mentorship, and technical expertise.

Scope & Authority

• Acts as a national escalation lead and subject‑matter expert for complex industrial print issues
• Provides authoritative technical guidance influencing service outcomes across regions
• Supports service strategy execution through technical leadership, training, and continuous improvement initiatives

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Fournir un leadership technique avancé au niveau national pour les systèmes d'impression industrielle, en tant qu'autorité technique senior et responsable de l'escalade auprès des clients, concessionnaires et organisations de services en succursale. Ce rôle est responsable de la résolution de problèmes techniques complexes et à fort impact, de la formation et des conseils nationaux, de la continuité du service et du soutien aux initiatives Konica Minolta grâce à un service pratique, du mentorat et une expertise technique.

Portée et autorité

• Agit en tant que responsable national de l'escalade et expert en la matière pour les questions complexes de l'impression industrielle
• Fournit des conseils techniques faisant autorité influençant les résultats des services à travers les régions
• Soutient l'exécution de la stratégie de service grâce à des initiatives de leadership technique, de formation et d'amélioration continue

Responsibilities

Summary of Key Responsibilities

• Lead resolution of complex onsite and remote technical issues to minimize customer downtime
• Provide national-level industrial print installation, maintenance, and repair expertise
• Own IP call monitoring, dispatch coordination, and service resolution communication
• Deliver and support national technical training programs
• Manage technical escalations end‑to‑end, ensuring timely resolution and communication
• Serve as a technical partner to dealers, branches, and internal service teams
• Drive continuous service improvement through knowledge leadership and technical insight

Key Responsibilities & Duties

Technical Service & Industrial Print Support

• Install, maintain, troubleshoot, calibrate, and repair industrial print equipment.
• Perform preventative maintenance, system testing, software/firmware updates, and field modification programs.
• Diagnose advanced and recurring issues using service documentation, wiring diagrams, and diagnostic tools.
• Accurately document service activities, diagnostics, parts usage, and resolution details.
• Identify urgent service risks and implement effective workarounds to minimize customer downtime.
• Understand customer service entitlements and identify opportunities for fee‑based professional services where appropriate.

IP Call Monitoring, Dispatch & Escalation Management

• Monitor IP queues and respond to incoming service calls within defined SLAs.
• Coordinate and dispatch local service technicians as required.
• Own escalations end‑to‑end, including issue reproduction, documentation, submission, tracking, and follow‑up.
• Provide timely service updates and resolution details to technicians, service leadership, and account teams.
• Proactively follow up on open tickets to ensure timely and effective closure.

National Technical Support & Field Engagement

• Provide national-level hotlin