Job Description
Job Description
Our Technical Solution Specialists provide world-class technical support, service training and on-site support to our strategic OEM partners and dealers. Our Technical Solution Specialists also provide pre-sales technical support to test customer applications and demonstrate products to prospective clients.
Technical Solutions Specialist Responsibilities
· Field escalation Phone Support/Remote support to our customers field engineers and direct end-user operators. Able to apply logical trouble shooting, superior product knowledge and strong customer management skills to resolve the root cause of problems under potentially stressful situations for both existing and newly launched products.
· On-site support to our OEM partners and end-user customer operators for installations and technical escalations not resolved through phone support. Providing both strong technical skills as well as high levels of professionalism as we also represent our dealers and partners. Cover ColorCut and ColorFlare packaging equipment/brand solutions primarily (offline solution suites).
· Collaborate on the development of; and own of delivery of best in class technical product service training to our customers trainers, technical specialists, service technicians and customer equipment operators. Embrace student feedback as an opportunity for improvement - many of our customers are “the best of the best” and their feedback will help us to improve. The ability to deliver and develop training curriculum for partner and dealer technical support personnel as well as for end-user operator training needs. Development of supporting training materials and supporting class schedules as well, along w/ the long-term tracking of all student’s development and class completion records. Comfortable w/ using database products/message development to enable outreach pre and post trainings to reinforce all learnings and provide a vehicle for new information to be shared w/ all class participants.
· Collect and analyze data using data analysis tools to verify product performance and provide feedback to engineering on root cause of hardware or software issues.
· Provide Feedback on process, training and product issues assuring the root cause of issues is understood; track closed loop corrective resolution of all issues assigned.
· Pre-Sales Technical support answering customer questions on applications and specifications to properly set customer expectations and ensure new products technically meet requirements across growing array of packaging equipment.
· Provide pre-creative guidance and package layout direction supporting Adobe Creative Cloud elements (specifically Adobe Illustrator) or other graphic package solutions, ie. Corel Draw, in the creation of unique packaging die-lines or template designs using ColorCut Software.
· Product Demonstration to prospective clients either live at our Customer Support Center or through remote methods (recorded or live / streaming). Demonstrating superior product knowledge and communication & presentation skills to articulate product strengths, and more importantly properly set customer expectations.
· Review and develop acceptable proficiency in all assigned Service Documentation/manuals to improve troubleshooting, repairs, and adjustment procedures.
· Supporting long-term equipment/product reliability and application development programs within the Global technical team and specific QC improvement teams that may be assigned from time to time. New application validation services supporting NA customers.
· Comfortable working through Software development, version validation, and versioning development in general in conjunction w/ the R&D center and applicable partners or third-party solution developers.
Required Experience, Qualifications and Additional Responsibilities.
· Strong Technical Background particularly with graphic software systems and mechatronics background.
· Technical background in the packaging industry or digital printing arena will be helpful. Any exposure to AI applications a plus.
· Prior Military Technical background considered positive in many dimensions.
· Desire to be part of a small, growing business centered on designing and delivering high-tech industry solutions that is committed to provide the best customer satisfaction in our industry.
· Demonstrated experience providing excellent technical training as judged by your students. Ability to deliver training materials to various audiences of different technical sophistication.
· Ability to create training curriculum deploying various media platforms.
· Excellent organizational, written and verbal communication skills.
· Strong skill set comfort w/ Adobe’s Illustrator or Corel Draw applications
· Strong customer relationship management skills and a demonstrated ability to conduct yourself with the highest levels of professionalism and show sincere customer empathy even in particularly in stressful situations.
· Ability to travel to customer sites in North America to provide On-Site Escalation support, training, or installation support with short notice. Amount of travel will vary but is expected to be around 30 in peak periods.
· Desire to become North America Product Expert for assigned products to also provide Pre-Sales Technical Support to Sales/Customers via customer application qualification, product presentations via customer visits or interactive live streaming, and packaging layout and box design.
· Strong Follow-up skills to verify issues are either closed and on a path towards resolution. Some experience with Closed Loop Corrective Action processes and systems.
· Strong Microsoft applications suite skills (Office - Word, Excel, PowerPoint, Outlook, Teams, SharePoint) any experience with Service Information Systems helpful, but not required
· Ability to support spare parts processing using Company ERP System.
· Ability to lift 50 lbs. unassisted
· Valid Driver’s license and Passport
· Associates or bachelor’s degree in a technical field or equivalent demonstrated work experience
Company DescriptionWe’re Infinia Search. We’re a relationship-driven search firm that proves that talent, ambition, curiosity, and an infinite work ethic creates exponential results for our clients and candidates.
Company Description
We’re Infinia Search. We’re a relationship-driven search firm that proves that talent, ambition, curiosity, and an infinite work ethic creates exponential results for our clients and candidates.