11133: Customer Technical Support & Services Technician

Our client is seeking a Technical Support & Services Technician in the Twin Cities. This person will be responsible for ensuring exceptional technical support, service delivery, and customer satisfaction. This position is ideal for individuals with a strong technical background, leadership skills, and a focus on delivering superior customer service and technical support in a fast-paced, client-oriented environment. Position is hybrid, reporting to the office 3 days per week.

Key Responsibilities:

• Technical Consultation and Support:
  • Serve as the primary technical point of contact for the company’s office equipment team, offering expertise on copiers, printers, MFDs, and related imaging solutions.
  • Communicate technical or quality issues to the company’s manufacturing partners that require their attention.
• Product Demonstration and Training:
  • Develop and maintain deep product knowledge, keeping up with the latest advancements.
  • Assist in product demonstrations and training sessions, highlighting features and benefits.
• Troubleshooting and Issue Resolution:
  • Diagnose and resolve technical issues promptly to minimize client downtime.
  • Collaborate with technical support teams to address complex issues effectively.
• Customer Relationship Management:
  • Build and maintain strong client relationships, acting as a trusted advisor.
  • Serve as a liaison between clients, manufacturing partners, and internal teams.
• Product Knowledge Sharing and Promotion:
  • Collaborate with sales and marketing to develop product literature and training materials.
  • Participate in industry events to educate clients about office equipment offerings.
• Service Operations Management and Quality Assurance:
  • Lead technical service operations, overseeing field-service engineering and customer support.
  • Ensure seamless delivery of technical services to clients.
  • Establish and monitor SLAs and KPIs to maintain high service quality and response times.
• Technical Support Strategy and Innovation:
  • Develop and implement technical support strategies aligned with client needs.
  • Stay updated on industry advancements to enhance service delivery strategies.
• Operational Efficiency and Resource Management:
  • Optimize technical services operations for efficiency and cost-effectiveness.
  • Manage resource allocation, scheduling, and inventory effectively.

Service Technician

Twin Cities, MN 55435 USA