Senior Regional Service Specialist

This is a fully remote position, open to applicants in Illinois, +5 more states.

📋 Description

• Deliver formal instruction in a classroom setting as well as provide onsite and telephone support/consultation to EID Dealer/Distributors and end users.

• Offer advanced technical service, support, and expertise for Toshiba products.

• Develop process documentation and facilitate the onboarding and certification of Dealers and domestic Distributors.

• Transform customer requirements into effective technical solutions, support, and training.

• Address escalated technical and non-technical issues related to Toshiba products.

• Educate Dealer and Distributor personnel on Toshiba products and resolution of technical issues.

• Evaluate problems, identify educational strategies, and escalate issues as necessary.

• Record and analyze data while advising management on trends related to escalated issues.

• Conduct formal technical training, which includes evaluation, testing, grading, and certification.

• Create training materials and work in collaboration with the Curriculum Development Department.

• Lead Monthly Technical Seminars and bi-Monthly Breakfast Seminars.

• Keep abreast of the latest technology utilized in EID equipment and offerings.

• Participate in TABS Technical Training Schools and share knowledge with Dealer/Distributor staff.

• Conduct visits to dealers, distributors, and potential dealer/distributor candidates.

• Assist in resolving dealer issues related to TABS and achieve visit/contact KPIs.

• Identify problematic areas and provide management with recommendations for corrective actions.

• Set up and maintain EID products for internal TABS usage or resale.

• Inspect, evaluate, and report on damaged equipment located in warehouses and dealer/distributor sites.

• Document technical issues for management, including support for the TABS TQC Program.

• Assist the Client Services Team with escalations involving device performance and dealer compliance with Toshiba Service Level Agreements.

• Perform additional related duties as assigned.

⛳️ Requirements

• Bachelor's Degree or Equivalent.

• A minimum of 5 years of experience in Technical Engineering.

• Experience in Technical Support for MFPs and networked products, resolving technical issues.

• Background in Training/Instruction, including Formal Classroom, Certification Training, Webinars, and one-on-one instruction.

• Technical Training experience is preferred but not mandatory.

• Experience in managing escalated (Tier 2 or Tier 3) technical concerns.

• Relevant repair and maintenance experience.

• Excellent written and verbal communication skills.

• Capability to provide effective technical guidance and consultation.

• Proficient in Microsoft Office.

• Basic knowledge of computer hardware, including hardware connectivity.

• Ability to convey technical service expertise to Dealer/Distributor personnel and clients.

• Willingness to travel extensively.

• Proficiency in using necessary technology for the role, including handheld devices, phones, and laptops.

• Proven ability to work independently.

• Strong time management and prioritization skills.

• Ability to interact effectively with customers while maintaining a professional appearance and demeanor.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401(k) plan with matching contributions.

• Company-provided life insurance.

• Employee Assistance Programs.

• Pre-tax spending accounts.

• Pet insurance.

• Employee discounts.

• Generous paid holidays.

• Vacation days.

• Sick/personal business/volunteer days.

• Opportunities for career advancement within a global technology organization.