Senior Regional Service Specialist

2 months ago

Lake Forest, United States Toshiba America Business Solutions, Inc. Full time
Description

Senior Regional Service Specialist (Remote)

Annual Salary Range: $80,000.00 to $88,000.00 depending on experience.

Toshiba America Business Solutions, Inc. (TABS) has an exciting opportunity for a Senior Regional Service Specialist.

Join a global powerhouse with a 150-year heritage when you become a part of Toshiba Business Solutions. We do more than just sell copiers; Toshiba is an industry leader in digital displays, document security and software solutions. We help businesses print smarter, work more securely, improve workflow, and communicate better. Our reputation in the industry is due in large part to the outstanding care our people provide.

Summary:

Formal classroom instruction, onsite and telephone support/consultation of EID Dealer/Distributors and end users in the use, theory, and detailed technical maintenance of any assigned Toshiba products. Provide escalated technical service/support/expertise, process documentation, onboarding and certification for all Dealers and domestic
Distributors to facilitate a successful customer relationship. Translate customer needs into viable technical solutions, support, and training for Dealer/Distributor Staff.

Responsibilities:

  • Provide technical and non-technical support for escalated problem resolution for all Toshiba products.
  • Resolve issues and build customer satisfaction by instructing and working with the staff of Dealers and Distributors to ensure their comprehensive understanding of Toshiba products and how to resolve and fix technical issues. This includes the EID Hotline issues from TABS/TBS field technicians and staff. Using communication and relationship development skills resolve and escalate issues as required.
  • Assess problems and determine the best course of action to educate Dealers/Distributors. Ensure proper documentation and assessment of data and advise TABS Management where appropriate regarding escalated issue trends.
  • Onboard Dealers/Distributors and conduct formal technical training on all EID products and services, including evaluation, testing, grading, and certification of students on their ability to properly repair and maintain EID products.
  • Develop applicable training content and collaborate with the Curriculum Development Dept to build out and deliver the most comprehensive training for TABS products, such as Monthly Technical Seminars and bi-Monthly Breakfast Seminars.
  • Remain current and educated on current technology used in EID equipment and offerings.
  • Attend TABS Technical Training Schools to ensure technical expertise and transfer knowledge to Dealer/Distributor Staff. Training is provided onsite, in a Toshiba location and virtual classroom.
  • Conduct regular dealer and distributor visits and prospective dealer and distributor visits concerning service and technical matters, and document per standard procedure.
  • Provide support in resolving dealers issues pertaining to TABS. Meets KPI's on visits and contacts as determined by Manager. Identify problem areas and advise management of potential corrective action.
  • Manage the set up and maintenance of EID products designated for internal TABS use or resale. Inspects, evaluates, and reports on condition of damaged equipment at TABS warehouse, dealer distributor locations.
  • Documents technical problems for Management. This includes supporting the TABS TQC Program
  • Supports the Client Services Team in escalations to resolve device performance and dealer compliance to the Toshiba Service level agreements.
  • Perform other related duties as assigned.

Qualifications:

  • Bachelor's Degree or Equivalent.
  • Minimum of 5 years of Technical Engineering experience in a combination of the following areas:
    • Technical Support on MFP's and networked products solving technical problems
    • Training/Instruction (Dealer/Distributor/Client) - This includes, Formal Classroom, Certification Training, Webinars and 1:1. Technical Training preferred but not required.
    • Handling of escalated (Tier 2 or Tier3) technical issues
    • Applicable repair and maintenance experience
  • Must have strong written and verbal communication skills and ability to provide technical guidance and
    consultation in an effective manner
  • Must be proficient in Microsoft Office and have basic computer hardware knowledge (HW connectivity, etc.)
  • Must have demonstrated ability to transfer technical service knowledge to Dealer/ Distributor staff and customers
  • Must be able to travel extensively
  • Ability to use appropriate technology for the position (i.e. handheld computer, phone, laptop).
  • Demonstrated ability to work autonomously
  • Must have excellent time management skills and be capable of prioritizing activities and schedule to obtain
    effective results.
  • Must work well with customers and exhibit professional appearance and demeanor at all times

Toshiba America Business Solutions, Inc. offers a competitive salary and generous benefits package including the following:

  • Group health coverage (medical, dental, & vision)
  • Employee Assistance Programs
  • Pre-tax spending accounts
  • 401(k) plan (with company match)
  • Company provided life insurance
  • Pet Insurance
  • Employee discounts
  • Generous paid holiday schedule, paid vacation & sick/personal business/volunteer days

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email AccommodationRequest@tabs.toshiba.com to request an accommodation.

Qualifications
Education Bachelors (preferred)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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