Technical Support Specialist - Level 2

• The  Technical Support Specialist is primarily responsible for ensuring that all end-users’ and Partners’  (e.g., customers) technical issues and business opportunities are resolved and supported in a timely and responsive manner.
• S/he follows all Global Technical Support (GTS) processes and procedures and contributes towards the achievement of all objectives and KPI’s in order to ensure a high level of performance and customer satisfaction.  S/he gets the necessary means and support to perform all activities to high standards.
• S/he collaborates with and assists the GTS team in other duties, such as training, field support, project work, etc. as instructed by management.
• On a routine basis, s/he assists the other Technical Support Specialists in resolving difficult technical  issues. In doing so, s/he helps them develop their product knowledge, phone skills, and troubleshooting abilities.
• (If applicable)  Demonstrate excellent Bi-Lingual Spanish Skills for our LAM and other NAM Customers, End-Users & Partners.

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

Essential responsibilities include the following:

• Work closely and in “mirror fashion” with counterparts and colleagues within the global GTS organization   (Regions       and HQ) to ensure consistency of practice.
• Work as an integral member within the regional team in a manner that meets both customer and company  needs and objectives.
• Actively participate in the resolution of top customer issues and business opportunities while ensuring the  customers’ needs are met in a quality and timely manner.
• Assist Technical Support Specialist colleagues as needed to resolve more complex or global customer  issues.
• Actively pass along product knowledge and troubleshooting skills to less experienced Technical Support Specialists in order to help them grow and contribute.
• Help define best practices/standards for global service activities.
• Communicate progress/results through regular, defined reporting as required.
• Directly support the GTS training programs to ensure that the regional training programs are implemented  effectively and according to schedule. This will require participation and may require assistance when conducting the training classes.
• Work closely with Datamax-O’Neil management teams to ensure the end-user customers and Partners are satisfied with the support they receive.
• Represent GTS in efforts to reduce Warranty failures and costs.
• Assist as needed to represent GTS in product design teams and new product launches.
• Follow all relevant ISO procedures and company policies.
• Keep up-to-date on Datamax-O’Neil products, technology, organizations, customers, etc. to ensure a complete understanding of the global business and market demands.
• Perform other duties as needed.
• 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.

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

• Proven ability / experience to ‘take ownership’, and effectively identify root cause on failures and apply excellent problem solving skills
• Proven, demonstrated ability to quickly learn / ensure in-depth product knowledge, i.e.  all Datamax-O’Neill core products, technologies, applications and markets served
• Demonstrated  / excellent time management, organizational, and multi-tasking skills
• Proven ability to be flexible, adaptable….and, thrive in an environment where growth, required change in priorities, scope and responsibilities occur
• Self-driven / motivated / ambitious, quick learner and resourceful to achieve set goals independently as well as being an effective Team Player
• Very Strong Interpersonal and communication skills (written & verbal)
• Proven ability to work well under pressure without sacrificing deadlines, Customer expectations / requirements, focus or, quality of work
• Essential desire / need / ability to be ‘empowered’ to make the best decision for the Customer and Company alike
• Proven ability to develop and maintain effective working relationships with global colleagues
• Strong Proficiency with MS Office and Database management software

• AA Degree in Technical discipline;   BS Degree a plus.
• Min. 2 years’ experience in a technical team (Engineering, Service, Quality, Reliability, Manufacturing, etc.)   In addition to this experience – direct customer service experience – ideally for a global &/or national manufacturer
• Demonstrated ability and experience to efficiently handle high volume and diverse range of customer, end-user, partner calls (110+ / wk), i.e. simple to very complex technical issues and successfully execute resolutions, etc.
• Demonstrated ability and experience working and interacting with international / global colleagues
• Bi-Lingual Spanish skills (verbal & written) preferred/highly desirable