Document Solutions Support Specialist -Midwest Territory

Under the direction of the Director, Services and Support, the Document Solutions Support Specialist (DSS) is responsible to develop and support Sharp’s service partners, within an assigned geographic area. Also responsible to monitor, investigate and provide in-depth reporting on the field performance of all assigned products.

Candidates can live in a major metropolitan area of one of the following states but willing to travel in the Midwest Region 75% of the time:  MI, WI, IL, MN

• Demonstrates high level technical skills on hardware, firmware, software, and network technical issue resolution. Use advanced troubleshooting tools & techniques to resolve escalated customer issues for business partners. Perform root cause analysis using critical thinking skills and troubleshooting methodologies.
• Compiles, edits, and gathers accurate data and information pertinent to monthly technical reports, assuring they are legible and delivered on time.
• Manages assigned territory, assisting Sharp’s service business partners to achieve performance levels in keeping with industry standards. Ensures partners are fully supported in all technical and procedural areas and that partners are provided with high quality professional and organizational support from Sharp’s service and support.
• Schedules regular meetings with prepared agenda and presentation with service partners to gather and disseminate information.
• Co-ordinates efforts with zone representatives to ensure emergency and other types of dealer support are performed in a timely manner. Investigates and provides detailed reports which include surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions. Reports pertinent data to management, and internal SIICA departments.
• Supports Quality Assurance and Regional Management to set up product monitoring programs and Technical Roundtable meetings.
• As required, conducts formal & informal service training classes to ensure the technical competency of service partner personnel. Occasionally monitors training classes for quality control purposes and may suggest improvement views of the training courseware and program. 
• Conduct in site audits of dealer 3T Training activity to assure compliance with SIICA’s training standards.
• Provides Technical Hotline, phone, fax and e-mail and other remote support functions in support of other SIICA departments, as requested through management.
• Works closely with Sales to develop new and existing dealers in assuring they are technically proficient on hardware and software products they have been trained on to maximize the potential for additional sales. Also, to assure that the service partner can support the products they sell.
• Provides support at Business & Trade Shows, internal Sharp sales meetings, external road shows, and other events as required.
• Makes on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.
• Assist in development of Associate DSS to prepare for DSS position

• Associates Degree in appropriate technical subject or equivalent certification and/or business experience highly desirable.
• Industry recognized Net+ and MCP certifications.
• Industry recognized MCSE, MCTS, MCITP, or MCSA certification is highly desirable.
• Must possess highly developed communication & writing skills.
• Must demonstrate high level of classroom and web-based teaching skills.
• Minimum of 5- 10 years industry experience is highly desirable.
• Must possess a high desire to accept a leadership role.
• Position may require ability to lift heavy equipment or pushing & positioning.
• Up to 100% Midwest travel (average is 75% of all working days per year) as well as some weekend travel.

WHO WE ARE:

Sharp Corporation, a multi-national technology giant based in Osaka, Japan and one of Fortune's Most Admired Companies in 2022 is dedicated to the use of technology to improve the lives of people throughout the world.

About Sharp Imaging and Information Company of America (SIICA)

This role is part of our business-to-business (B2B) technology company in the US, known as Sharp Imaging and Information Company of America (or SIICA, for short). SIICA is headquartered in Montvale, NJ, and is proud that Sharp was named an NJBIZ Best Places to Work winner in 2021.

Sharp believes the “work” technology you depend on should be as responsive and empowering as the “smart home” technology you enjoy in other aspects of your life. Leveraging our advanced portfolio of software, print devices, laptops, collaboration and commercial displays and managed IT services, our goal is to bring simply smarter work to all our clients.

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

No agency resumes will be accepted or fees paid in the absence of an official written engagement agreement executed in advance by Human Resources for this particular position.

All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered.  Local candidates only, please.

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