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National Technical Support Specialist

2 weeks ago

Brampton, Canada Konica Minolta Full time

We’re looking for a National Technical Support Specialist to
- _ _join our team
- Open and Honest. Customer-centric. Innovative. Passionate. Inclusive & Collaborative. Accountable._

**What We Offer**
- A collaborative, transparent, and engaging culture, working with awesome technology
- Competitive salary and performance-based variable compensation
- Flexible work options
- Employee Growth & Development
- Tuition Reimbursement Program
- Health Benefits Package
- Retirement Package
- Plenty of vacation and personal days
- Diversity and inclusion Program
- Employee Discounts
- Employee and Family Assistant Program
- Global Career Opportunities
- Vibrant social crew to organize team events, fundraising, and community initiatives

Konica Minolta is a Global Fortune 1000 Company that has contributed to the world of imaging technology for decades. No We are no longer a camera company, but our lens technology has allowed us to succeed in the imaging industry. As we continue to grow and develop innovative software and solutions paired with award winning products, we look for highly engaged people to join our team. From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to make work possible from anywhere at any time.

**Responsibilities**:
**_ Responsible for providing quality technical training (in-house or field)_**
- Conduct instructor lead technical training (in-house or out of town)
- Conduct technical field training
- Attend all Technical Instructor courses and complete assigned web-based training
- Complete all course evaluation no later than one week after the course completion
- Provide feedback to the Technical Education Department on course curriculum errors
- Make certain classrooms are prepared prior to commencement of courses
- Co-ordinate out of town classes with local service manager
- Provide feedback to Service Managers if technicians are in need of training
- Inspect training machines after each course to ensure proper function before storing

**_
2. Responsible for providing quality technical support_**
- Track all activities in SharePoint
- Follow-up on all assigned Remedy tickets daily
- Supply technical information to the field when requested
- Provide on-site service assistance with technicians on escalations and submit Dealer/Branch Visitation Checklist to SharePoint site
- Provide Field Modification Program support
- Perform research & development
- Ensure customer satisfaction
- Keep abreast of all technical literature posted on “mykonicaminolta” support site, at all times

**_ 3. Manage Remedy escalations in a timely fashion_**
- Submit all escalations to Remedy or Konica Minolta partners with all information necessary
- Track all escalations to ESS/SSD in Remedy and advise field service personnel of status of the escalations on a weekly basis
- Follow up on all escalations to ESS/SSD or Konica Minolta partners in a timely manner
- Provide any feedback requested by ESS/SSD as a result of the escalations
- Attempt to reproduce reported problems before submitting escalations
- Report known resolved issues to ESS/SSD

**4. Other Duties/Projects**
- Inspect and repair damaged machines sent back to Konica Minolta
- Maintain corporate demo room equipment
- Maintain corporate office machines
- Prepare school machine to be sold
- Remove and re-install parts from machines as a result of an Emergency Parts Request and update log book
- Assist with trade shows
- Support all KMBS initiatives
- Keep National Technical Services Manager abreast of all potential problems encountered
- Other duties as requested by National Technical Services Manager

**Skills**:

- Minimum grade XII education plus Community College Certificate in Electronic Engineering Technology (or equivalent)
- General network knowledge a must (TCP/IP, SMTP, Windows & Mac)
- Strong interpersonal, communication and leadership skills
- Highly responsible, self-motivated, and able to work under high pressure
- Excellent interpersonal, communication, presentation and listening skills
- Own vehicle with a valid driver’s license
- N+ certification preferred
- MCP/MCSE certification an asset

KM

LI-AR1
- Konica Minolta Business Solutions (Canada) Ltd. is an equal opportunity employer._