National Tech Support Spc - Dallas, TX

PURPOSE

JOB DESCRIPTION

Provides direction and leadership to customer support engineers and District Managers to resolve customer operational/maintenance issues and achieve acceptable customer satisfaction.

ROLE AND RESPONSIBILITIES

• Provide "level two" technical support, either via telephone or on-site, to resolve hardware/software problems which can't be corrected by local customer engineers in a timely fashion.
• Will be required to interface directly with end-user customers to maintain positive relationship with ibml
• In association with District Managers, develop and direct corrective actions to resolve maintenance and/or equipment performance issues.
• Provide technical assistance to customer engineers, installation team members, sales/marketing personnel, re-seller and end-user customers for needs related to hardware, operating software, performance and operating parameters, power and environmental requirements.
• Produce and publish technical bulletins to customer engineers displaying improved maintenance methods and other 'tech tips'.
• Identify materials displaying high volume replacement rates, coordinate through appropriate groups the development and execution of corrective action plans for improvements.
• Identify high volume machine call rates, develop and execute corrective action plans for improvements.
• Produce requests for engineering design changes to improve product maintainability. Interface with design engineering to ensure change completion and sufficient design verification testing.
• Acts in accordance with the organization's information security HR and corporate policies.
• Protects assets from unauthorized access, disclosure, modification, destruction or interference.
• Reports security events or potential events or other security risks to the organization.
• Other tasks duties and responsibilities as assigned.
• Must possess an inherent sense of urgency with regard to critical customer conditions.

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Must possess electronic and electro-mechanical troubleshooting / maintenance skills and be able to utilize tools/equipment related to repair/maintenance of document transports and computer equipment/networks.
• Must possess working knowledge of operating systems, servers, network communications, and network software. Must be proficient with use of MS Office
• Requires superior written and oral skills. Must be able to effectively communicate with all levels of Field Service functions, as well as Business Partner, Sales/Marketing and end-user customer personnel. Must be able to deal with people effectively in a customer environment to promote customer confidence in Banctec products, customer engineers and support functions.
• The National Technical Support Specialist must possess the ability to analyze and evaluate equipment performance, operating conditions and facts to make sound and rational decisions in an expeditious manner.
• Must possess an inherent sense of urgency with regard to critical customer conditions.
• Technical degree, graduate from a recognized electronic computer technology program, or equivalent military training.
• Minimum of seven (7) years hands-on experience in comparable position and may also include product or industry specific certifications.
• Must be able to work outside of normal work hours, the National Technical Support Specialist is required to be available to respond to customer requirements, field service personnel and management, as needed.

PHYSICAL REQUIREMENTS

Physical demands with activity or condition requiring a considerable amount of time include sitting and typing/keyboarding using a computer (i.e., keyboard, mouse, and monitor) or adding machine. Physical demands may include walking, carrying, reaching, standing, and stooping. May require occasional lifting/lowering, pushing, or pulling up to 25 lbs.

ADDITIONAL NOTES