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Technical Support Engineer
2 months ago
Client Services Engineer - Technical Support Specialist
Direct Hire, Full Time, Remote
Compensation: $85k - $95k
Ledgent Technology, a prominent provider in the field of OEM-compatible imaging supplies, photoreceptors, and components for copiers, printers, MFPs, and other imaging devices, is on the lookout for a Client Services Engineer.
This position is crucial for delivering outstanding technical assistance, service excellence, and client satisfaction. The ideal candidate will have a robust technical foundation, 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 liaison for the office equipment division, offering expertise on copiers, printers, MFDs, and associated imaging solutions. Address technical or quality concerns that need attention from manufacturing partners.
· Product Demonstration and Training: Cultivate and maintain comprehensive product knowledge, keeping up with the latest developments. Assist in product demonstrations and training sessions, highlighting features and advantages.
· Troubleshooting and Issue Resolution: Quickly diagnose and resolve technical challenges to reduce client downtime. Collaborate with technical support teams to effectively tackle complex issues.
· Client Relationship Management: Establish and nurture strong client relationships, acting as a trusted advisor. Facilitate communication 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. Participate 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 client support. Ensure the smooth delivery of technical services to clients. Set and monitor SLAs and KPIs to uphold high service quality and response times.
· Technical Support Strategy and Innovation: Formulate and execute technical support strategies that align with client requirements. Stay informed about industry advancements to improve service delivery strategies.
· Operational Efficiency and Resource Management: Enhance technical service operations for efficiency and cost-effectiveness. Effectively manage resource allocation, scheduling, and inventory.
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, dedicated to building and maintaining positive client relationships.
- Analytical and problem-solving skills, with experience in diagnosing and resolving technical issues related to office equipment.
- Customer-Centric: Strong commitment to fulfilling customer needs, delivering 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 initiatives.
- 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.
