Overview

Under the direction of the Director, Services and Support, the Document Solutions Support Specialist is responsible to develop and support Sharp’s service partners, within an assigned geographic area. Also responsible to monitor, investigate and provide in-depth reporting on the field performance of all assigned products.

This position will cover the Southwest US territory for the following states: CA, AZ, and TX.

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.
This includes, but is not limited to:
Ensures compliance with Sharp’s dealer policies and procedures.
Ensures familiarity with latest technical information, bulletins, and service programs.
Assess partner’s strengths, weaknesses, and additional support needs.
Gathers field machine performance data and fault samples.
Gathers industry data.
Partner development and personnel relationship building.
Observe and analyze the business and service practices of the service partners and make recommendations to improve their efficiency and productivity and profitability.
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

Position Requirements

Minimum of 5-10 years industry experience is highly desirable.
Associate's degree in appropriate technical subject or equivalent certification and/or business experience highly desirable.
Industry recognized Net+ and MCP certifications.
Industry recognized MCSE, MCTS, MCITP, or MCSA certification is highly desirable.
Must possess highly developed communication & writing skills.
Must demonstrate high level of classroom and web-based teaching skills.