Job Description

The Customer Technical Support & Services Technician will be responsible for ensuring exceptional technical support, service delivery, and customer satisfaction. This position is ideal for individuals with a strong technical background, leadership skills, and a focus on delivering superior customer service and technical support in a fast-paced, client-oriented environment.

This is a full-time/permanent position which will be hybrid with 3 days per week onsite in Bloomington, MN. Target pay will be between $80-100k depending on experience.

Key Responsibilities:

Technical Consultation and Support

• Serve as the primary technical point of contact for the company's office equipment team, offering expertise on copiers, printers, MFDs, and related imaging solutions.
• Communicate technical or quality issues to the company's manufacturing partners that require their attention.

Product Demonstration and Training

• Develop and maintain deep product knowledge, keeping up with the latest advancements.
• Assist in product demonstrations and training sessions, highlighting features and benefits.

Troubleshooting and Issue Resolution

• Diagnose and resolve technical issues promptly to minimize client downtime.
• Collaborate with technical support teams to address complex issues effectively.

Customer Relationship Management

• Build and maintain strong client relationships, acting as a trusted advisor.
• Serve as a liaison between clients, manufacturing partners, and internal teams.

Product Knowledge Sharing and Promotion

• Collaborate with sales and marketing to develop product literature and training materials.
• Participate in industry events to educate clients about office equipment offerings.

Service Operations Management and Quality Assurance

• Lead technical service operations, overseeing field-service engineering and customer support.
• Ensure seamless delivery of technical services to clients.
• Establish and monitor SLAs and KPIs to maintain high service quality and response times.

Technical Support Strategy and Innovation

• Develop and implement technical support strategies aligned with client needs.
• Stay updated on industry advancements to enhance service delivery strategies.

Operational Efficiency and Resource Management

• Optimize technical services operations for efficiency and cost-effectiveness.
• Manage resource allocation, scheduling, and inventory effectively.

Travel

• This position may require travel to customer sites up to 10-15%

Qualifications:

• Bachelor's degree in Engineering, Information Technology, or a related field. Additional technical certifications in office equipment or imaging solutions are a plus.
• Proven experience in a technical support or customer-facing role, preferably within the copier and imaging equipment industry or related office equipment sectors.
• Strong technical expertise in office equipment, including copiers, printers, MFDs, and imaging solutions, with the ability to effectively articulate and convey technical information to non-technical audiences.
• Exceptional customer service and communication skills, with a focus on building and maintaining positive client relationships.
• Analytical and problem-solving abilities, with a knack for diagnosing and resolving technical issues related to office equipment.
• Adaptability and a willingness to stay updated on the latest office equipment technologies, industry trends, and best practices.

To apply please email your resume to mpieper@ledgent.com

Job Snapshot

• Employee Type:Full-Time
• Location:Bloomington, MN
• Job Type:I.T.
• Experience:None
• Education:None
• Date Posted:7/8/2024
• Contact: Mara Pieper (651) 461-5191
• Pay Range: $80,000.00 - $100,000.00 Annually

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