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Customer Technical Support
il y a 1 jour
Are you passionate about providing exceptional technical support and empowering sales teams to achieve their goals? We have a fantastic opportunity for a Technical Support and Training Specialist to join our dynamic team at Katun
**Job Summary**:
Responsible for providing continuous technical support and trainings for Katun products and services, to enable the sales organization to be more successful and heighten both customer satisfaction and retention. Develop proactive and effective relationships with a wide array of customers to result in a thorough understanding of a full range of technical issues and opportunities. Proactively interact with customers (either on site or via technology) to find ways to strengthen the partnership. Reactively interact with customers to address customer concerns in the most efficient manner possible.
**Key Responsibilities**:
- Deliver technical support for multifunction machines by promptly diagnosing both hardware and software issues.
- Develop and execute tailored training programs that cater to the technical proficiency of IT staff and end-users. Emphasize the comprehensive understanding of multifunction machines operation, maintenance, and troubleshooting.
- Excel in conveying the technical specifications, functionalities, and advantages of multifunction machines to a varied audience. Demonstrate how our products fulfill diverse customer needs, highlighting their user-friendliness, efficiency, and reliability.
- Stay current with machine and software technologies. Advice and support throughout the deployment and integration phases of multifunction machines, ensuring flawless network integration, software compatibility, and optimal device setup tailored to each unique IT ecosystem.
- Report field service status and outcomes to ensure effective communications with customers and the sales force.
- Develop and maintain effective relationships with customers.
- Respond to customers and employees in a timely manner.
- Participate in customer facing calls with the Sales Representatives, detect and qualify product issues.
- Act as an internal and external contact point for solving product issues.
- Coach sales representatives to effectively dialogue with customers on open issues and on going actions.
- Discuss notable product issues with higher level of support, providing regular updates to partners, customers and sales force.
- Participate in continuous improvement and quality initiatives and professional development.
**Qualifications**:
- Strong experience as a Field Service Technician or Product Specialist in the imaging industry for multiple years.
- Knowledgeable in prevalent server-side printing solutions (e.g., print release, follow-me printing, data collection, and security).
- Strong planning and organization skills.
- Excellent customer relationship/interpersonal skills (including listening, questioning, explaining).
- Strong written and verbal communication skills.
- Ability to influence, negotiate and resolve conflict with all levels of employees.
- Excellent presentation and training skills.
- Proven time management and prioritization skills.
- Detail and results oriented.
- High degree of proficiency in Microsoft software, specifically advanced Excel, and PowerPoint.
**Experience**:
- Parts of copiers, Printers and Photoreceptors: 2 years (required)
- OEM compatible imaging supplies: 2 years (required)
**Language**:
- French and English (required)
Work Location: On the road
