[Hiring] Senior Regional Service Specialist @Toshiba Business

Role Description

Join Toshiba America Business Solutions as a Senior Regional Service Specialist (Remote).

Formal classroom instruction, onsite and telephone support/consultation of EID Dealer/Distributors and end users in the use, theory, and detailed technical maintenance of any assigned Toshiba products. Provide escalated technical service/support/expertise, process documentation, onboarding and certification for all Dealers and domestic Distributors to facilitate a successful customer relationship. Translate customer needs into viable technical solutions, support, and training for Dealer/Distributor Staff.

What You'll Do

• Provide technical and non-technical support for escalated problem resolution for all Toshiba products.
• Resolve issues and build customer satisfaction by instructing and working with the staff of Dealers and Distributors.
• Assess problems and determine the best course of action to educate Dealers/Distributors.
• Onboard Dealers/Distributors and conduct formal technical training on all EID products and services.
• Develop applicable training content and collaborate with the Curriculum Development Dept.
• Remain current and educated on current technology used in EID equipment and offerings.
• Attend TABS Technical Training Schools to ensure technical expertise and transfer knowledge.
• Conduct regular dealer and distributor visits and prospective dealer and distributor visits.
• Provide support in resolving dealers issues pertaining to TABS.
• Manage the set up and maintenance of EID products designated for internal TABS use or resale.
• Document technical problems for Management.
• Support the Client Services Team in escalations to resolve device performance and dealer compliance.
• Perform other related duties as assigned.

Qualifications

• Bachelor’s Degree or Equivalent.
• Minimum of 5 years of Technical Engineering experience in a combination of the following areas:
• Technical Support on MFP’s and networked products solving technical problems.
• Training/Instruction (Dealer/Distributor/Client) – This includes Formal Classroom, Certification Training, Webinars and 1:1.
• Handling of escalated (Tier 2 or Tier 3) technical issues.
• Applicable repair and maintenance experience.
• Must have strong written and verbal communication skills.
• Must be proficient in Microsoft Office and have basic computer hardware knowledge.
• Must have demonstrated ability to transfer technical service knowledge to Dealer/Distributor staff and customers.
• Must be able to travel extensively.
• Ability to use appropriate technology for the position (i.e. handheld computer, phone, laptop).
• Demonstrated ability to work autonomously.
• Must have excellent time management skills and be capable of prioritizing activities.
• Must work well with customers and exhibit professional appearance and demeanor at all times.

Benefits

• Medical, dental, and vision coverage.
• 401(k) plan with match and company provided life insurance.
• Employee Assistance Programs, pre-tax spending accounts, pet insurance, and employee discounts.
• Generous paid holidays, vacation & sick/personal business/volunteer days.
• Opportunities for career growth within a global technology organization.