Product Specialist - Stationary (Level 3) - Global

In the scope of Global Technical Support, the GTS Product Specialist is instrumental in assisting Partners and Operations’ Teams in both pre-sales and post-sales support for all assigned products and software.  This requires in-depth knowledge / understanding of all Datamax-O’Neil (D-O) stationary products, features, specifications, performance parameters, and customer applications.

Primary focus and activity is to support global Partners and Regional Technical Support Teams on resolving all customer issues that have escalated to Orlando HQ.

With regard to Pre-Sales Support, the GTS Product Specialist performs the following:

• Effectively assist Sales to define the technical requirements and feasibility for new projects and opportunities
• Effectively support the deployment of new technical solutions, new feature releases, and new product launches
• Effectively manage the Stationary product, consumables and service claims escalating from the Regional Sales Teams and Partners.

Complete necessary training for D-O Portable Products to gain reasonable knowledge.
 

With regard to Post-Sales Support, the GTS Product Specialist performs the following:

• Effectively provide technical support assistance to the Regional Technical Support Teams and Partners as needed.
• Ensure all unresolved customer issues are escalated to Level 4 in Orlando or Irvine using the approved escalation process, liaise with Engineering and follow through with the customer until resolved.

Datamax-O’Neil Corporation is an EOE/AA Employer and maintains a drug-free workplace.  (EOE/AA/MFDV).

Essential responsibilities include the following:

• Work very closely…and in “mirror fashion” with counterparts in Irvine to ensure consistency of practice and effective communications are sustained.
• Provide “expert” /”specialist” level Pre-Sales and Post-Sales technical support for all Stationary products and technologies.
• Effectively utilizing the escalation process to ensure that ‘escalated’ technical issues are responded to and followed up with an appropriate sense of urgency.   Informs the Director, Customer Sales & Support when assistance is required.
• Involve Product Manager, Engineers and GTS Level 2 team members in all strategic account projects in order to ensure the situation is being addressed at the appropriate level.
• Effectively assist in delivering the Global Technical and/or Sales Training Programs and ensure the programs are well implemented and according to schedule.
• Assist in defining best practices/standards for global technical support activities.
• Ensure all work is consistent with operational objectives, metrics and timeframes.
• Effectively communicate progress/results throughout the company – as agreed to with management.
• Participate in Continuous Improvement activities/projects and other important cross-functional meetings / teams as required.
• Effectively “Partner” with all divisions/departments to optimize global “Service” , e.g. Development, Product Management, Operations, Finance, Marketing, Human Capital, etc.
• Attend and participate in meetings as required.
• Effectively assist to generate and maintain all ISO documents – if / as required.
• Ensure continuous training and knowledge re: D-O products, technology, organizations, customers, etc. to ensure a complete / in-depth understanding of the global business.
• Participate in all company training and commit to D-O objectives/mission to ensure powerful team collaboration and execution with all  “internal” customers / suppliers’  relationship philosophy (across all departments) so as to enable D’O’s overall financial and customer goals are achieved.
• Participate in continuous professional development / training to effectively liaise and interact with diverse range of company team members…..so as to ensure the best results are obtained.
• Travel estimated at 20 – 30%;   may exceed this during “peak” periods
• Global travel as required (Tech Centers, Customers, offices)
• Travel with short notice should be expected

The requirements listed below are representative of the knowledge, skill, and/or ability required:

• Demonstrated experience training on company tools, and/or processes related to job (JIRA, ISO, etc.)
• Demonstrated / Proven “Direct” Customer experience and managing/working with Key accounts to resolve issues, introduce programs and attending meetings, etc.
• Proven ability and experience working in a global organization with regular/consistent interactions with international colleagues.
• Proven, in-depth / specialist-level knowledge of either Datamax-O’Neil or, competitor stationary and portable printers, copier products, technologies, applications and markets served.
• Demonstrated ability and experience to effectively handle high volume and diverse range of customer, partner calls and successfully execute necessary resolutions, etc.
• Proven ability / experience to ‘take ownership’, and effectively identify root cause on failures and apply excellent problem solving skills.
• Demonstrated ability / skill to effectively follow up and follow through to necessary Customer resolution (external and internal).
• Proven ability / philosophy to “value” the Continuous Improvement process and other problem solving tools.
• Proven, demonstrated ability to quickly learn / retain / ensure in-depth product knowledge
• Very strong interpersonal and communication skills (written & verbal).
• Demonstrated strong, outgoing, positive, driven to succeed personality….ensuring they are viewed as the “go to person” across all levels of the company.
• Proven self-driven, motivated, resourceful, decisive, “hands on” demeanor… and skills….leading by example to achieve set goals and continue building a professional working environment…. as well as being an effective Team Member.
• Proven ability to work well under pressure without sacrificing deadlines, customer (external & internal) expectations / requirements / resolutions, focus or, quality of work.
• Strong/demonstrated time management, organizational, multi-tasking, attention to detail skills
• Essential desire / need / ability to be ‘empowered’ to make the best decision for the Company, Customer and department.
• Proven ability to be flexible, adaptable, easy-going …and, thrive in an environment where growth, required change in priorities, scope and responsibilities occur.
• Strong, proven proficiency with MS Office and Database Management Software.

• AA Degree in Technical discipline and/or BS Degree in Technical discipline highly preferred.
• Min. 5 yrs’ Global Technical Support experience – with demonstrated expertise in a Core Product(s) .. ideally, Stationary or Portable Printer industry….or,
• Min. 5 yrs’ Global Technical Support experience – with demonstrated expertise in a Core Product(s) in either Engineering, Service, Quality, Manufacturing, etc.