Technical Support Specialist – Production Print

RISO, Inc.; United States; On-site; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to provide advanced technical and workflow product support. In this role, you will troubleshoot and repair high-end electro-mechanical systems, conduct training sessions, and optimize workflows for inkjet printing systems. You will engage with dealers and major accounts, ensuring top-notch service and support. This is a fantastic opportunity to join a dynamic team where your expertise will directly contribute to enhancing production print solutions. If you thrive in a fast-paced environment and enjoy solving complex technical challenges, this role is perfect for you.

Qualifications

• Minimum 3 years of experience in technical/service lead roles.
• Strong skills in troubleshooting and repair of electro-mechanical equipment.

Responsibilities

• Provide technical support and training for dealers and major accounts.
• Diagnose and repair RISO printing products at customer locations.

Skills

Electro-mechanical troubleshooting

Repair and installation of equipment

Technical support

Workflow optimization

Communication skills

Customer service

Education

3 years of technical/service lead experience

Tools

PC & Mac hardware

Digital front-end controllers

Print software solutions

Job description

Technical Support Specialist – Production Print

POSITION: Technical Support Specialist – Production Print

DEPARTMENT: Field Support

REPORTS TO: National Service Manager

DATE PREPARED: March 19, 2025

POSITION SUMMARY:

The Production Support Specialist Technician provides advanced technical and workflow product support for dealers, resellers, and major account customers. This includes, but is not limited to:

• Troubleshooting & Repair: Electro-mechanical troubleshooting, component-level repairs, and system diagnostics.
• Training & Support: Conducting product training sessions, workflow application guidance, and technical support via phone, email, or onsite visits.
• Product & Workflow Optimization: Color matching profiles, system integration, product modifications, and rebuilds.
• Sales & Trade Show Support: Assisting the high-volume sales team in pre- and post-sales support, as well as providing technical expertise at trade shows and product demonstrations.
• Technical Hotline Support: Rotating responsibility for assisting RISO's authorized dealers, resellers, and major accounts with remote troubleshooting and issue resolution.

This role requires expertise in high-end system/application integration and the ability to develop and implement workflow solutions for RISO’s inkjet printing systems.

QUALIFICATIONS:

• Experience: Minimum 3 years of technical/service lead experience in the office/computer equipment industry.
• Technical Expertise:
• Strong skills in repair, troubleshooting, setup, and installation of electro-mechanical equipment, print controllers, and related software/hardware.
• Familiarity with digital front-end controllers (OEM, Fiery Certified, etc.).
• Experience with AFP/IPDS, PostScript, PDF, and PCL workflows.
• Certifications (Preferred but not required):
• A+, Net+, and PDI+ certifications.
• Software & Hardware Proficiency:
• Strong knowledge of PC & Mac hardware, networking, and applications.
• Ability to configure and integrate print software solutions.
• Self-Management:
• Must be self-motivated, able to prioritize and complete tasks efficiently with minimal supervision.
• Communication Skills:
• Excellent oral, written, and presentation skills.
• Strong customer service and relationship management skills.
• Travel Requirements:
• Must be willing to travel 75%+ of the time (including occasional weekends for trade shows or special projects).
• Driver’s License:
• Must possess a valid state driver’s license and be eligible for insurance coverage.

PRIMARY RESPONSIBILITIES:

• Field Support & Troubleshooting: Respond to technical escalations via phone, email, and onsite visits.
• Analyze and resolve hardware/software malfunctions, workflow inefficiencies, and integration issues.
• Workflow & System Integration: Develop and configure software solutions for input/output tray selections, print positioning, and efficiency optimization.
• Analyze file efficiencies and troubleshoot AFP/PDF/PostScript workflows.
• Create ICC profiles to meet customer color output requirements.
• Customer Training & Support: Conduct training sessions for dealers, resellers, and major accounts on proper operation, maintenance, and workflow integration.
• Provide ongoing technical assistance to ensure optimal performance of RISO equipment.
• Sales & Business Support: Assist sales teams with technical support, pre-sales demonstrations, and workflow analysis.
• Provide technical expertise for trade shows, product demos, and industry events.
• Reporting & Documentation: Submit detailed visit reports and follow-ups according to company protocols.
• Maintain accurate service records and support contract documentation.
• Process Improvement & Professional Development: Attend training sessions to maintain required skills and certifications.
• Contribute to the continuous improvement of technical processes, product modifications, and support strategies.

PRINCIPAL ACCOUNTABILITIES:

• Diagnose and repair RISO printing products at customer locations.
• Deliver customer support and training to enhance production print solutions.
• Conduct scheduled visits to maintain strong technical relationships with customers.
• Provide timely and effective support for resellers and major accounts.
• Ensure accurate documentation of repairs, contracts, and service records.

SENIORITY LEVEL: Mid-Senior level

EMPLOYMENT TYPE: Full-time

JOB FUNCTION: Information Technology

INDUSTRIES: Retail Office Equipment