POSITION OBJECTIVEFollow prescribed process and procedures, adheres to schedules and meets all deadlines
Responsible for the support of both customers and team members on industry leading products in a self-managed environment. This individual must be able to think on their feet and make immediate determinations on what is required to get issues resolved and follow through to completion. Individual must exhibit intellectual curiosity and creative thinking in their approach to supporting dynamic customer environments, as well as ingenuity and the ability to mentor others.
PRIMARY DUTIES AND RESPONSIBILITIES
Communicate clearly and professionally with customers to handle requests efficiently; convey technical information in an easily understood manner; exceed customer expectations regularly
Identify urgent situations that require additional actions to satisfy the customer’s needs including escalations of technical issues; avoid customer downtime by recommending alternatives and workarounds
Understand levels of customer entitlement and able to identify fee-based professional services activities for quote and execution
Must be able to make sound business decisions on the fly to meet customer expectations
Detailed knowledge in reading wiring diagrams related to digital press equipment
Train other team members in technical processes and/or equipment maintenance and repairs
Convey issues to management and support team in a concise manner both written and verbally
Actively participate in learning opportunities and complete assigned curriculum in a timely manner; apply knowledge to continuously improve the customer experience
High degree of self-motivation to succeed and dedicated to self-improvement
Perform other projects and tasks as assigned by Konica Minolta management
EDUCATION & EXPERIENCEHigh school diploma or equivalent
Extensive service technical support knowledge (3 years minimum)
Exceptional working knowledge of industry, Production Print hardware, networking, services and software/solutions offerings.
Proficiency in time management and organizational discipline.
Ability to analyze, interpret and communicate technical data to team members
Ability to prioritize and organize own work without direct supervision and effectively manage multiple tasks
Prior experience in supporting offset printing presses
Knowledge of Inkjet Printing / Digital Printing
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
Willingness to travel up to 50%
Capable of working in a team environment
Readiness to accept, and adapt quickly to change
Excellent interpersonal, communication, presentation and listening skills
Strong responsibility, self-motivated, able to work under high pressure
Industry certifications in the area of color, project and/or networking
This position may be located in Windsor, CT or remotely, dependent on where the most qualified candidate is identified.
Ability to sit or stand for long period of time in support of travel or customer meetings/presentations
Konica Minolta offers:
Competitive compensation program.
Outstanding benefits package (including medical, dental, life insurance).
401(k) plan with matching company contribution.
Excellent holiday/vacation plans.
Employee Referral Bonus Program.
Ongoing training opportunities.
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.
KMBS is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.