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Sharp Business USA · 1 day ago

Document Solutions Support Specialist

Montvale, NJ

Full-time

Hybrid

Senior Level

$78K/yr - $105K/yr

5+ years exp

Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation, a global technology company. The Document Solutions Support Specialist is responsible for developing and supporting service partners, monitoring product performance, and providing technical support to ensure high-quality service delivery.

ElectronicsInformation ServicesInformation TechnologySoftware

No H1B

Responsibilities

Demonstrates high level technical skills on hardware, firmware, software, and network technical issue resolution. Use advanced troubleshooting tools & techniques to resolve escalated customer issues for business partners. Perform root cause analysis using critical thinking skills and troubleshooting methodologies

Compiles, edits, and gathers accurate data and information pertinent to monthly technical reports, assuring they are legible and delivered on time

Manages assigned territory, assisting Sharp’s service business partners to achieve performance levels in keeping with industry standards. Ensures partners are fully supported in all technical and procedural areas and that partners are provided with high quality professional and organizational support from Sharp’s service and support

Schedules regular meetings with prepared agenda and presentation with service partners to gather and disseminate information

Co-ordinates efforts with zone representatives to ensure emergency and other types of dealer support are performed in a timely manner. Investigates and provides detailed reports which include surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions. Reports pertinent data to management, and internal SIICA departments

Supports Quality Assurance and Regional Management to set up product monitoring programs and Technical Roundtable meetings

As required, conducts formal & informal service training classes to ensure the technical competency of service partner personnel. Occasionally monitors training classes for quality control purposes and may suggest improvement views of the training courseware and program

Conduct in site audits of dealer 3T Training activity to assure compliance with SIICA’s training standards

Provides Technical Hotline, phone, fax and e-mail and other remote support functions in support of other SIICA departments, as requested through management

Works closely with Sales to develop new and existing dealers in assuring they are technically proficient on hardware and software products they have been trained on to maximize the potential for additional sales. Also, to assure that the service partner can support the products they sell

Provides support at Business & Trade Shows, internal Sharp sales meetings, external road shows, and other events as required

Makes on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines

Assist in development of Associate DSS to prepare for DSS position

Qualification

Net+ certificationMCP certificationMCSE certificationMCTS certificationMCITP certificationMCSA certificationTechnical training skillsCommunication skillsLeadership skillsCritical thinking