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US-Field Technical Support Rep VI Tier 2

2 months ago

Baltimore, United States eTeam Full time
  • Within the family there is a range of technical and managerial customer on-site functions.
  • The family of jobs is focused on managing the onsite delivering of printing services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments.
  • The jobs solve various business systems, Printing and applications problems for standard printing industry, specialized or complex clustered environments.
  • Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty.
  • Provides direct post-sales systems on site technical support for reactive and proactive customers.
  • Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met.
  • Jobs are responsible for Client Total Customer Experience as well as the revenue growth, profitability, and account retention.
Advanced:
  • Uses ability as a skilled cialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways.
  • Expert knowledge on the general/technical acts of the job.
  • Works on assignments that is extremely complex in nature where a high degree of independent judgment, initiative and technical knowledge are required to resolve problems.
  • Work is completed independently and has ability to handle most unique situations.
  • Frequently determines methods and procedures for new assignments.
  • Minimum Vocational/Diploma/Associate Degree (technical field) with 6PLus years of working experience in related fields or Degree holder with 6-8 years relevant working experience.
  • Experience with support of full range of Client products in Customer base.Proactive account management experience must meet HA/ClientS qualifications.
  • Printing industry experience preferred.

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