Senior Regional Service Specialist (Remote)

Toshiba America Business Solutions, Inc.; Milwaukee (WI); Remote; USD 87.000 - 94.000; Vollzeit

Zusammenfassung

Toshiba America Business Solutions is seeking a Senior Regional Service Specialist (Remote) to provide escalated technical service and training for EID products across Dealer/Distributors and end users. You will onboard and certify staff, develop training content, and maintain documentation while traveling for dealer visits as needed.

Applicants should have a Bachelor's degree and at least five years in technical engineering, with strong communication, Office proficiency, and the ability to work

Qualifikationen

• Bachelor's Degree or Equivalent.
• 5+ years in technical engineering (MFPs, networks).
• Experience in training dealers, distributors or clients.
• Experience handling escalated technical issues.
• Proficient in Microsoft Office and basic hardware knowledge.

Aufgaben

• Provide escalated technical and non-technical support for Toshiba products.
• Educate Dealers/Distributors to resolve issues and ensure product knowledge.
• Onboard dealers and conduct formal training on EID products.
• Attend training schools onsite, in Toshiba locations, or virtual.
• Document issues and advise management on trends.
• Travel extensively as required.

Kenntnisse

Technical engineering

Training delivery

Escalated issues

Communication skills

Travel willingness

Ausbildung

Bachelor's degree or equivalent

Tools

Microsoft Office

Hardware knowledge

Jobbeschreibung

Join Toshiba America Business Solutions as a Senior Regional Service Specialist (Remote).

Summary:

Formal classroom instruction, onsite and telephone support/consultation of EID Dealer/Distributors and end users in the use, theory, and detailed technical maintenance of any assigned Toshiba products. Provide escalated technical service/support/expertise, process documentation, onboarding and certification for all Dealers and domestic Distributors to facilitate a successful customer relationship. Translate customer needs into viable technical solutions, support, and training for Dealer/Distributor Staff.

What You'll Do

• Provide technical and non-technical support for escalated problem resolution for all Toshiba products.
• Resolve issues and build customer satisfaction by instructing and working with the staff of Dealers and Distributors to ensure their comprehensive understanding of Toshiba products and how to resolve and fix technical issues. This includes the EID Hotline issues from TABS/TBS field technicians and staff. Using communication and relationship development skills resolve and elevate issues as required.
• Assess problems and determine the best course of action to educate Dealers/Distributors. Ensure proper documentation and assessment of data and advise TABS Management where appropriate regarding escalated issue trends.
• Onboard Dealers/Distributors and conduct formal technical training on all EID products and services, including evaluation, testing, grading, and certification of students on their ability to properly repair and maintain EID products.
• Develop applicable training content and collaborate with the Curriculum Development Dept to build out and deliver the most comprehensive training for TABS products, such as Monthly Technical Seminars and bi-Monthly Breakfast Seminars.
• Remain current and educated on current technology used in EID equipment and offerings.
• Attend TABS Technical Training Schools to ensure technical expertise and transfer knowledge to Dealer/Distributor Staff. Training is provided onsite, in a Toshiba location and virtual classroom.
• Conduct regular dealer and distributor visits and prospective dealer and distributor visits concerning service and technical matters, and document per standard procedure.
• Provide support in resolving dealers issues pertaining to TABS. Meets KPI's on visits and contacts as determined by Manager. Identify problem areas and advise management of potential corrective action.
• Manage the set up and maintenance of EID products designated for internal TABS use or resale. Inspects, evaluates, and reports on condition of damaged equipment at TABS warehouse, dealer distributor locations.
• Documents technical problems for Management. This includes supporting the TABS TQC Program
• Supports the Client Services Team in escalations to resolve device performance and dealer compliance to the Toshiba Service level agreements.
• Perform other related duties as assigned.

What You'll Bring

• Bachelor's Degree or Equivalent.
• Minimum of 5 years of Technical Engineering experience in a combination of the following areas:
  • Technical Support on MFP's and networked products solving technical problems
  • Training/Instruction (Dealer/Distributor/Client) - This includes, Formal Classroom, Certification Training, Webinars and 1:1. Technical Training preferred but not required.
  • Handling of escalated (Tier 2 or Tier3) technical issues
  • Applicable repair and maintenance experience
• Must have strong written and verbal communication skills and ability to provide technical guidance and consultation in an effective manner
• Must be proficient in Microsoft Office and have basic computer hardware knowledge (HW connectivity, etc.)
• Must have demonstrated ability to transfer technical service knowledge to Dealer/ Distributor staff and customers
• Must be able to travel extensively
• Ability to use appropriate technology for the position (i.e. handheld computer, phone, laptop).
• Demonstrated ability to work autonomously
• Must have excellent time management skills and be capable of prioritizing activities and schedule to obtaineffective results.
• Must work well with customers and exhibit professional appearance and demeanor at all times

Earn Well

• $87,000.00 to $94,000.00 depending on experience.

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] to request an accommodation.

Education

Bachelors (preferred)

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.