Document Solutions Support Specialist - Southwest Region

The role

The Document Solutions Support Specialist develops and supports service partners within the Southwest US territory. This role involves monitoring field performance and providing technical troubleshooting for hardware, firmware, software, and network issues.

What you will do

• Resolve escalated customer issues using advanced troubleshooting tools and techniques.
• Perform root cause analysis using critical thinking and troubleshooting methodologies.
• Compile and deliver monthly technical reports.
• Manage assigned territory to help service partners achieve industry standard performance levels.
• Schedule regular meetings with service partners to gather and disseminate information.
• Ensure compliance with dealer policies and procedures.
• Assess partner strengths, weaknesses, and support needs.
• Gather field machine performance data and fault samples.
• Conduct formal and informal service training classes.
• Provide technical support via phone, fax, email, and remote functions.

Required qualifications

• Industry recognized Net+ and MCP certifications.
• Highly developed communication and writing skills.
• High level of classroom and web-based teaching skills.
• High desire to accept a leadership role.
• Ability to lift heavy equipment or pushing and positioning.

Nice to have

• 5-10 years industry experience
• Associate's degree in appropriate technical subject or equivalent certification and/or business experience
• Industry recognized MCSE, MCTS, MCITP, or MCSA certification

Benefits

• Comprehensive, family-friendly healthcare plans (medical, dental, vision)
• 401k retirement plan with a competitive match
• Employee Assistance Plan for mental and behavioral health
• Financial protection (life insurance and disability insurance)
• Holistic wellness program
• Training, professional development, and mentorship
• Voluntary insurance benefits (auto, home, ID protection and legal)

Before you apply

• All applicants must be authorized to work in the US without sponsorship.
• All applications must include compensation expectations in order to be considered.
• Local candidates only.

About the company

Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation. SIICA offers printer and copier solutions, visual displays, projectors, and software management.