Product Support Specialist

4 weeks ago

Burnaby, Canada Kodak Full time

**Mission**:
Drive expertise and knowledge development across all internal service teams and enhance the effectiveness and
- knowledge of our customers using Kodak Products.**Position Summary**:
The Product Support Specialist (PSS) plays a key role in product understanding, service development, and
- knowledge delivery of an assigned product. This role will maintain an expert level knowledge of an assigned
- product and/or area of specific needed to ensure that all service activities are understood and maintained across
- this product. This role will develop key documentation, Key Performance Indicators (KPI), Standard Operating
- Procedures (SOP), and training curriculums as well as perform training classes, On the Job training, and escalation
- support as needed to our service teams globally.**Key Areas of Responsibility**:
- assigned product. This role will focus on knowledge development and delivery to ensure optimal service and
- product efficiencies are met for our customers while also serving as an educator and escalation support contact
- when needed to continually train and support our team’s development and continuous improvement. Role will
- encompass, but not be limited to the following:
**Tasks**:

- Develop, deliver, and maintain key product information, SOPs, training curriculums, KPIs and product specific information that maintains our service preparedness and delivery at the highest level.
- Deliver training for assigned product and/or specific areas of focus that ensures clear understanding absorption and execution of the knowledge across all service teams globally.
- Monitor assigned product KPIs and Service system data to identify areas of concern in service delivery and develop corrective action plans, product development requests and/or additional/modification to training requirements.

**Key Engagements**:

- Develops standard operating procedure (SOP) requirements and specific criteria for each product’s
- service engagements and preventative maintenance to ensure continuity in service delivery.
- Collaboratively work with other Product Support Specialists and Technical Application Specialists to
- ensure engagement
- Positive attitude and work ethic that leads by example.
- Strong willingness to learn, support a team and work quickly and efficiently.
- Ability to maintain a calm demeanor when engaging customers that may be in a high pressure or stressful service situation.
- Ability to take ownership, analyze and troubleshoot a situation and deliver solutions quickly.
- Proven ability to follow standard operating procedures and processes and adhere to them consistently and effectively.
- Expert level competencies with assigned products or specialty, though remains open to new ways of thought and engagement as opportunity arises.
- Energetic personality with the drive for continuous improvement in a broad and diverse global team.
- Able to communicate effectively/succinctly in written and verbal means both internally and externally.
- Ability to train large and diverse groups with different backgrounds and skill levels.
- Flexible and able to obtain results with limited resources.
- Ability to lead change, coach, and mentor remote and field resources in a respectful manner.
- Effective in driving change, standardization, and team enthusiasm.
- Ability to resolve conflict quickly and equitably with customers and internal service teams.
- Ability to work collaboratively across global service functions and engagements.
- Proven ability to solve problems and work within our system/process to deal with customer issues that deviate from the norm.
- Energetic personality with drive for continuous improvement for customers, themselves, and the broader team.
- Ability to thrive in a fast paced, collaborative and team-based environment.
- Ability to respect and maintain all provided Kodak equipment in good working order.
- Ability to maintain the highest level of safety in all work-related engagements.
- Ability to manage expenses, travel, and service system data requirements in an ethical and expeditious manner.

**Desired Requirements**:

- BS degree or equivalent professional experience required.
- Potential for 30% regional and global travel to support customer engagements, escalations, and commercialization testing.
- 1-3 plus years of experience in Field support, product support and/or product development roles.
- Expert knowledge of assigned product and service engagements.
- Strong technical skills and knowledge and has exhibited ability to provide leadership in team-based roles.

**Position Number**
- 21827BR

**Career Area**
- Customer Service

**Experience Level**
- 2-10 Years

**Minimum Education Level**
- Bachelors Degree

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