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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Technical Product Specialist |
| Position Code: | 250 | | Career Level: | 4 |
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Responsible for
Being the technical expert for copier equipment nationally, through the provision of second level support to the Customer Service Engineers who maintain this machine group. |
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Reports To
State/Regional Service Manager. |
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Supervises
May have some supervisory responsibilities. |
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Main Activities
Monitoring and evaluating machine performance statistics, recommending/implementing corrective measures and determining technical resource requirements.
Initiating, planning, co-ordinating and participating in a specialist capacity the installation of more complex hardware and software installations and accompanying Customer Service Engineers in the field to assist them in skill level development.
Conducting regular technical review meetings to discuss and disseminate technical knowledge and information to maintain a current level of knowledge and skill of current technical information, specialist tools and diagnostics relating to product line maintenance.
Working to improve the efficiency of the Service Team by providing support, guidance and (formal and informal) training to other staff and by advising management of training requirements, new maintenance techniques, and improvements to logistics and operational procedures.
Performing service calls as required by State/National Service Manger.
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Key Skills
Excellent knowledge of printing technologies, the servicing of hardware and all associated computer technologies (software).
Strong knowledge of competitive products.
Strong understanding of printer product applications in business and networking technologies.
Excellent communication and fault finding/analytical skills.
Mechanical aptitude for printer repair.
Strong training skills.
Outstanding customer service skills.
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Internal Contacts
Service Work Controller, Service Supervisors or State Service Manager, National Service Department and other Technical Product Specialists nationally to ensure uniform technical knowledge and work practices, educational and other training institutions. |
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External Contacts
Customers at all levels. |
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Typical Experience
At least 5 years product knowledge/high level diagnostic skills and experience in the provision of skills training for field technicians, together with technical qualifications. |
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