Document Solutions Support Specialist
Sharp Business USA, Montvale, NJ, United States
Overview
Under the direction of the Director, Services and Support, the Document Solutions Support Specialist (DSS) 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.
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.
Conducts on‑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, ensuring they are technically proficient on the hardware and software products they have been trained on to maximize the potential for additional sales and to 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‑spot decisions based on the situation at hand to maximize customer satisfaction within acceptable corporate guidelines.
Assists in development of Associate DSS to prepare for DSS position.
Qualifications
Associate’s degree in an appropriate technical subject or equivalent certification and/or business experience highly desirable.
Minimum of 5–10 years industry experience highly desirable.
Industry‑recognized Net+ and MCP certifications.
Industry‑recognized MCSE, MCTS, MCITP, or MCSA certification highly desirable.
Highly developed communication and writing skills.
High level of classroom and web‑based teaching skills.
High desire to accept a leadership role.
Position may require ability to lift heavy equipment or pushing & positioning.
Up to 50–75% Southeast coast travel as well as some weekend travel.
Equal Opportunity Sharp Electronics Corporation is an equal‑opportunity employer – minority, female, disability, veteran. All applicants must be authorized to work in the U.S. without sponsorship. All applications must include compensation expectations to be considered. Local candidates only, please.
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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.
Conducts on‑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, ensuring they are technically proficient on the hardware and software products they have been trained on to maximize the potential for additional sales and to 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‑spot decisions based on the situation at hand to maximize customer satisfaction within acceptable corporate guidelines.
Assists in development of Associate DSS to prepare for DSS position.
Qualifications
Associate’s degree in an appropriate technical subject or equivalent certification and/or business experience highly desirable.
Minimum of 5–10 years industry experience highly desirable.
Industry‑recognized Net+ and MCP certifications.
Industry‑recognized MCSE, MCTS, MCITP, or MCSA certification highly desirable.
Highly developed communication and writing skills.
High level of classroom and web‑based teaching skills.
High desire to accept a leadership role.
Position may require ability to lift heavy equipment or pushing & positioning.
Up to 50–75% Southeast coast travel as well as some weekend travel.
Equal Opportunity Sharp Electronics Corporation is an equal‑opportunity employer – minority, female, disability, veteran. All applicants must be authorized to work in the U.S. without sponsorship. All applications must include compensation expectations to be considered. Local candidates only, please.
#J-18808-Ljbffr