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Client Services Engineer

2 months ago

Minneapolis, Minnesota, United States Ledgent Technology Full time

Client Services Engineer - Technical Support Specialist

Direct Hire, Full Time, Remote

Compensation: $85k - $95k

Ledgent Technology, a prominent provider in the OEM-compatible imaging supplies and components sector, is in search of a Client Services Engineer.

This position is crucial for delivering outstanding technical assistance, ensuring service excellence, and fostering customer loyalty. The ideal candidate will have a robust technical foundation, demonstrated leadership capabilities, and a commitment to providing exceptional customer service in a dynamic, client-focused environment.

Key Responsibilities:

· Technical Consultation and Support: Serve as the primary technical resource for the office equipment division, offering expertise on copiers, printers, MFDs, and associated imaging technologies. Report technical or quality concerns to manufacturing partners as necessary.

· Product Demonstration and Training: Cultivate and maintain comprehensive product knowledge, keeping up with the latest innovations. Facilitate product demonstrations and training sessions, highlighting key features and advantages.

· Troubleshooting and Issue Resolution: Quickly diagnose and address technical challenges to reduce client downtime. Collaborate with technical support teams to resolve complex issues effectively.

· Customer Relationship Management: Establish and nurture strong client relationships, acting as a trusted advisor. Liaise between clients, manufacturing partners, and internal teams.

· Product Knowledge Sharing and Promotion: Work alongside sales and marketing teams to create product literature and training resources. Engage in industry events to inform clients about office equipment solutions.

· Service Operations Management and Quality Assurance: Oversee technical service operations, managing field-service engineering and customer support. Ensure the efficient delivery of technical services to clients. Set and monitor SLAs and KPIs to uphold high service standards and response times.

· Technical Support Strategy and Innovation: Formulate and execute technical support strategies that align with client requirements. Stay informed about industry trends to improve service delivery methods.

· Operational Efficiency and Resource Management: Enhance technical service operations for optimal efficiency and cost-effectiveness. Manage resource allocation, scheduling, and inventory proficiently.

Skills & Qualifications:

  • Bachelor's degree in Engineering, Information Technology, or a related discipline. Additional technical certifications in office equipment or imaging solutions are advantageous.
  • 5+ years of proven experience in a technical support or customer-facing role within the copier and imaging equipment industry or related office equipment sectors.
  • Strong technical knowledge of office equipment, including copiers, printers, MFDs, and imaging solutions, with the ability to communicate technical information to non-technical audiences.
  • Exceptional customer service and communication skills, focused on building and maintaining positive client relationships.
  • Analytical and problem-solving abilities, with experience diagnosing and resolving technical issues related to office equipment.
  • Customer-Centric: Strong commitment to meeting customer needs, providing excellent service, and ensuring optimal performance of office equipment solutions.
  • Collaboration: Ability to work effectively with cross-functional teams to address technical issues, share expertise, and support ongoing product improvement efforts.
  • Problem-Solving: Proven ability to analyze and troubleshoot technical issues, ensuring effective and efficient resolution.
  • Operational Excellence: Focus on optimizing technical service operations for efficiency, resource management, and service quality to meet and exceed client expectations.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws.