Customer Service Field Trainer II

Toshiba America Business Solutions, Inc.; Westborough (MA); On-site; USD 32,000 - 33,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with match

Life insurance

Paid holidays

Vacation & sick days

Employee discounts

Job summary

Toshiba America Business Solutions is seeking a Customer Service-Field Trainer Level II in Westborough, MA. You will train customers on Toshiba equipment, troubleshoot complex issues, and ensure customers understand operation to maximize usage.

Travel is required and you may assist or guide less senior field trainers. You’ll work with Service, Sales and Marketing to schedule visits, monitor appointments, and generate activity reports. Onboarding and ongoing professional development are provided.

Qualifications

• High School Diploma or GED plus three years of customer support experience providing training on basic equipment operation to print driver installation.
• Must have a valid Driver's license with ability to travel by automobile a large percentage of time.

Responsibilities

• Provide customer training on purchased and/or leased Toshiba equipment and handle complex questions to ensure full understanding of operation.
• Respond to customer questions and troubleshoot operator problems to ensure positive experience and prompt follow-up.
• Coordinate with Service, Sales and Marketing to schedule and track field training appointments and maintain contact lists.
• Log and maintain the scheduling system and generate reports on training activities and customer concerns.
• Perform other related duties as assigned.

Skills

Customer training

Driver installation knowledge

Valid driver’s license

Willing to travel

Education

High School Diploma or GED

Job description

Join Toshiba America Business Solutions as a Customer Service-Field Trainer Level II, Westborough, MA

You’ll work directly provide field training / customer support for customers who have purchased and/or leased Toshiba Equipment. Ensure customers understand how to effectively operate equipment resulting in positive Toshiba experience. Responsible for handling complex inquiries and may assist or guide less senior Cust Service Field Trainers.

What You'll Do

• Provide Customer training on purchased and/or leased Toshiba equipment. Handle complex questions regard product operability. Ensure Customers have full understanding of equipment operation and capabilities to maximize usage and generate interest in additional equipment needs and other print management opportunities. Provide potential leads to sales team. May also Train Toshiba sales/marketing staff on all Toshiba equipment. May assist other Cust Service Field Trainers with complex issues.
• Respond to customer questions and troubleshoot operator problems with equipment / software operability. Ensure customers questions are resolved which results in a positive customer experience. Follow-up on all customer commitments in a prompt manner. Expected to handle more complex problems for Cust Service Field Trainers.
• Work closely with Service, Sales and Marketing department(s) to maintain accurate contact list and new equipment purchased or leased to set future appointments for field training. Monitor customer appointment schedule for timely field training appointments. Track appointment execution in the system and make changes as needed based on urgency and need.
• Work closely with Service, Sales and Marketing department(s) to maintain accurate contact list and new equipment purchased or leased to set future appointments for field training. Monitor customer appointment schedule for timely field training appointments. Track appointment execution in the system and make changes as needed based on urgency and need.
• Log and maintain assigned system used to schedule, track and report on training related activity and customer concerns. Generate various reports in support of activities.
• Perform other related duties as assigned.

What You’ll Bring

• High School Diploma or GED plus three years of customer support experience providing training on basic equipment operation to print driver installation.
• Must have a valid Driver's license with ability to travel by automobile a large percentage of time

Earn Well

• Hourly Range: $23.00-$24,00, based on experience.

Training

• Comprehensive onboarding and industry-leading sales training
• Ongoing training and professional development

Benefits

• Medical, dental, and vision coverage
• 401(k) plan with match and company provided life insurance
• Employee Assistance Programs, pre-tax spending accounts, pet insurance, and employee discounts
• Generous paid holidays, vacation & sick/personal business/volunteer days
• Opportunities for career growth within a global technology organization

About Us

Toshiba America Business Solutions is a leader in digital technology, delivering innovative print, document management, and workflow solutions that help organizations across a wide range of industries.

At Toshiba, you’ll have opportunities to expand your expertise, gain exposure to multiple areas of the business, and build a rewarding career with a trusted global organization.

Toshiba America Business Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email [e-mail]

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.