AIDC Printer Specialist

JOB TITLE JOB GRADE REPORTS TOAIDC Printer Specialist
Sr. Help Desk ManagerPOSITION TYPELOCATIONCLASSIFICATIONFull TimeSouth CarolinaNon-Exempt POSITION SUMMARYThis position will be responsible printer technical support, determining if parts are required for a ticket, ticket management, technical training and assisting in creating technical documentation. The position will also provide overall support for the Field Services team.Technical Support includes the break/fix support, installation, phone support, parts authorizations, call qualifying, technical escalations, 3rd party technician vetting, platform technician assignment, ticket management, daily update of platform work orders, completion of all platform work orders ensuring the are completed in a timely mannerKEY RESPONSIBILITIES •Providing next level technical support for field service printer technicians.
•Assigning platform technicians, and updating platform technician tickets, daily.
•This position will be responsible for parts ordering, technical support, technical training and assisting in creating technical documentation.
•Ability to execute and deliver on key performance metrics such as SLA and First Time Fix Rate.
•Identifies training and development needs
•Works with Account Management team to resolve any customer technical issues.
•Searching field inventories for overstock prior to ordering additional parts.
•Answer inbound Parts Authorization calls from technicians, obtain pricing for needed billable parts, reach out for authorization from the appropriate authorizing authority and request a purchase order, record, and issue authorization to field technician upon authorization being granted.
•Other duties as neededMINIMUM POSITION REQUIREMENTS Highly OrganizedCustomer FocusProficient with printer operations and theoryExcellent Communication SkillsTeamwork Skills
Ability to Solve ProblemsStrong Computer Skills
Ability to Multi-TaskDependable
EDUCATION AND/OR REQUIREMENTS · Bachelor's degree and/or a minimum of 2 years of relevant experience.· Certifications are preferred but not required: Solid understanding of Zebra, Honeywell (Intermec & Datamax) printers. · Requires a strong technical aptitude and demonstrated ability to resolve complex technical issues.· Demonstrated ability to communicate effectively and influence change.· Possess strong computer skills including the ability to prepare spreadsheets and use to analyze data and trends.· Flexibility in adapting to changes in tasks prioritization.
· Strong organizational skills.
· Demonstrates strong analytical, communication (written & verbal) at all levels. · Must be a hands-on professional who is self-motivated and able to prioritize own workload.· Must be detail oriented and able to work in a fast-paced environment.· Must have excellent interpersonal skills
· Ability to build solid relationships with professionals at all levels within an organization.