Product Support Specialist

Kodak Corp; Burnaby; On-site; CAD 70,000 - 100,000; Full time

Job summary

Kodak Corp in Burnaby, British Columbia, seeks a Product Specialist to support regional service escalations and coordinate with Product Development and Product Management.

You will analyze customer issues, provide solutions, and help prioritize fixes for future releases while collaborating with Product Support, Marketing, Sales and R&D to ensure smooth service readiness.

Qualifications

• Undergraduate degree in engineering, graphic arts, or a technical curriculum is preferred.
• Work experience in graphic arts is recommended.
• At least 5 years graphic arts or printing industry experience in a customer service environment is required.
• Minimum 3 years of product support experience.

Responsibilities

• Support customer escalations from regional service teams and act as escalation focal point.
• Escalate issues to Product Development and Product Management as needed.
• Identify problem trends with Product Support Management and aid prioritization of fixes.
• Collaborate with Product Management, Product Marketing, Sales and R&D on service readiness for new releases.

Skills

Customer service

Root cause analysis

Cross-functional collaboration

Technical documentation

Graphic arts knowledge

Travel up to 10%

Communication skills

Education

Undergraduate degree in engineering/graphic arts

Job description

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Location: Burnaby, British Columbia, CA, V5G 4P5

Role Overview

The Product Specialist is responsible for supporting customer escalations from regional service teams and acting as the escalation focal point for customer and internal service escalations into Product Development and Product Management. Through their domain knowledge and technical product knowledge evaluates and tests customer problems and either provides solutions or escalates through the Problem Report process to Product Development. The Product Specialist works closely with Product Support Management to identify problem trends, perform root cause analysis, and provides input for prioritizing fixes for future releases. In addition, the Product Specialist collaborates and provides user domain knowledge in support of Product Management, Product Marketing, Sales, and Product Development, including R&D and QA. The Product Specialist participates in the product service commercialization process, including helping prepare the regional service organizations to support upcoming product releases.

Education and Work Experience:

• Undergraduate degree in engineering, graphic arts, or a technical curriculum is preferred
• Work experience in graphic arts is recommended

Experience:

• At least 5 years graphic arts or printing industry experience in a customer service environment is required
• Minimum 3 years of product support experience

Personal Attributes:

• A history of personal and professional credibility with peers, leadership and customers
• Ability to adapt to a fast-changing environment and work well under pressure
• Ability to work within a collaborative team environment
• Able to convey customer and Kodak business value related to escalations and feature requests
• Able to handle an unpredictable workload (including the willingness and ability to occasionally provide support outside of normal working hours, when required)
• Able to work cooperatively and collaboratively within a team environment
• Able to simplify complex support issues for various audiences
• Excellent interpersonal skills, including teamwork, respect, courtesy, tact and discretion
• Strong mentorship skills
• Excellent written & verbal communication and technical documentation skills
• Exceptional ability to make decisions that result in customer satisfaction
• Have an instinct for technologies and techniques, and enjoy trying things out
• Proven organizational skills
• Self-motivated and action oriented
• Stamina to see a difficult problem to its conclusion
• Strong problem-solving skills
• Strong technical background
• Superior interdisciplinary communication and listening skills
• Understanding of the printing industry and its processes
• Willing and able to travel (up to 10% of the time on average)
• Willing to continually learn, through interacting with the team, formal courses or self-directed programs

EOE Policy Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.