<h3>Overview</h3> <p>Under the direction of the Director, Services and Support, the Document Solutions Support Specialist&nbsp;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.</p> <p><strong>This position will cover the Southwest US territory for the following states: &nbsp;CA, AZ, and TX. &nbsp;</strong></p> <p><span data-teams="true"><span id="message-body-1789144323979" class="fui-ChatMessage__body rnyw7ur ___uypm4b0 f10pi13n ftqa4ok f2hkw1w f8hki3x f1d2448m f1bjia2o ffh67wi f1j6vpng f1pniga2 f987i1v f1ffjurs f15bsgw9 f14e48fq f18yb2kv fd6o370 ffwy5si f3znvyf f57olzd f4stah7 f480a47 fs1por5 fk6fouc figsok6 fkhj508 f19n0e5 f9ijwd5 fx91ewl f1o0qvyv f9ggezi f1xp5gbu f150uoa4 ffyari3 fxugw4r fo7qwa0 f17bqso3 f1j5o371 fivqahe f13jgbzd f17mw6uj fe2b124 f1b66018 f1bts66m f1hn4qjr f1d2f78s f173d95u fbjrqax fdqwk0p fy6m5p3 f1vrrx78 f1v6t083 f2u1mc8 f1gjr3dg f1kvxtlz f1u29wun f19rf2e8 fv47gsh fdgrck0 ft3ppct fu30ave f154olw5 f14kvx6u f1u14vn4 fhgpem f16panfu f1tw4n5 f1px5u26 fkmdl83 f3yhda0 fqo3auu f126zdd7 f169kzel fj0my40 f11ad0l7 fr1kj8n fhawty1 fiypm46 fnxf4x6 f17rr2io f3ig4e1 fk2wrha f1m9js1a f1h2wneh f1gubmt6 fz6d9x0 f1y5rqc0 f15s3rzg f8xvx4u f1243fvf f1ql93 f16k4gan fylgok8 f1nkkzz7 f2yam0g f1b2p4bb faskqj2 f1xgcp85 f1120rzj fzzet17 fobeak3 f190dpe4 f1lnwvxf f1p8t88i f2y0sno fij2o94 f5m04ab f1q3jwbc fkqv8j5 f1av28p3 f1mdu4e9 f17m7q90 f1hcyl61 fsp5skd fgo2y3z f11sjwgd fgu6r5v fpqd04d f1aka84b fkgznxe fn06ugk fokbkzb fsgdn17 fhsxxjr fxymbm fh1ym8o f10k32xy"><span id="content-1789144323979" class="fui-Primitive ___11tzqds f1oy3dpc f89hs3r fqtknz5 fyvcxda"></span></span></span></p> <h3>Responsibilities</h3> <ul> <li>Demonstrates high level technical skills on hardware, firmware, software, and network technical issue resolution. Use advanced troubleshooting tools &amp; techniques to resolve escalated customer issues for business partners. Perform root cause analysis using critical thinking skills and troubleshooting methodologies.</li> <li>Compiles, edits, and gathers accurate data and information pertinent to monthly technical reports, assuring they are legible and delivered on time.</li> <li>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.</li> <li>Schedules regular meetings with prepared agenda and presentation with service partners to gather and disseminate information.</li> <ul> <li>This includes, but is not limited to:</li> <ul> <li>Ensures compliance with Sharp’s dealer policies and procedures.</li> <li>Ensures familiarity with latest technical information, bulletins, and service programs.</li> <li>Assess partner’s strengths, weaknesses, and additional support needs.</li> <li>Gathers field machine performance data and fault samples.</li> <li>Gathers industry data.</li> <li>Partner development and personnel relationship building.</li> <li>Observe and analyze the business and service practices of the service partners and make recommendations to improve their efficiency and productivity and profitability.</li> </ul> </ul> <li>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.</li> <li>Supports Quality Assurance and Regional Management to set up product monitoring programs and Technical Roundtable meetings.</li> <li>As required, conducts formal &amp; 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.&nbsp;</li> <li>Conduct in site audits of dealer 3T Training activity to assure compliance with SIICA’s training standards.</li> <li>Provides Technical Hotline, phone, fax and e-mail and other remote support functions in support of other SIICA departments, as requested through management.</li> <li>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.</li> <li>Provides support at Business &amp; Trade Shows, internal Sharp sales meetings, external road shows, and other events as required.</li> <li>Makes on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.</li> <li>Assist in development of Associate DSS to prepare for DSS position</li> </ul> <h3>Position Requirements</h3> <ul> <li>Minimum of 5-10 years industry experience is highly desirable.</li> <li>Associate's degree in appropriate technical subject or equivalent certification and/or business experience highly desirable.</li> <li>Industry recognized Net+ and MCP certifications.</li> <li>Industry recognized MCSE, MCTS, MCITP, or MCSA certification is highly desirable.</li> <li>Must possess highly developed communication &amp; writing skills.</li> <li>Must demonstrate high level of classroom and web-based teaching skills.</li> <li>Must possess a high desire to accept a leadership role.</li> <li>Up to 90% travel (average is 75% of all working days per year) as well as some weekend travel support the Southwest Region</li> <li>Position may require ability to lift heavy equipment or pushing &amp; positioning.</li> </ul> <h3>About Sharp Imaging and Information Company of America (SIICA)</h3> <p>Sharp Imaging and Information Company of America (SIICA) is a division of Sharp Electronics Corporation, the U.S. subsidiary of Japan's Sharp Corporation, a global technology company which has been named to Fortune magazine's World's Most Admired Company List. Sharp strives to help businesses achieve Simply Smarter work by helping companies manage workflow efficiently, create immersive and engaging environments, and increase productivity. SIICA offers a full suite of secure printer and copier solutions, professional and commercial visual displays and projectors, software management and productivity software and markets durable Dynabook laptops. As a total solutions provider, Sharp has a reputation for innovation, quality, reliability, and industry-leading customer support expertise.&nbsp;</p> <h3>Employee Perks&nbsp;</h3> <ul> <li>Comprehensive, family-friendly healthcare plans (medical, dental, vision).</li> <li>401k retirement plan with a competitive match and plenty of financial support tools.</li> <li>Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.&nbsp; Financial protection for you and your family (life insurance and disability insurance)</li> <li>Rewarding and holistic wellness program.</li> <li>Training, professional development, and mentorship</li> <li>Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)</li> <li>Dynamic culture eager to innovate, enhance diversity, and work smarter.</li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The listed salary range or contractual rate excludes bonuses, incentives, differential pay, and any other forms of compensation or benefits. The starting salary will be determined by several variables, including but not limited to experience, education, training, certification, and location. You may also be eligible to receive an annual discretionary incentive award, commissions, and program-specific awards, which are subject to the rules governing these programs.</p></div><div class="title">Compensation Statement</div><div class="pay-range"><span>$72,000</span><span class="divider">&mdash;</span><span>$100,000 USD</span></div></div></div><div class="content-conclusion"><h5><em>Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.</em></h5> <h5><em>As part of our recruitment process, Sharp Electronics may use automated tools, including artificial intelligence, to assist in the recruiting process. These tools are used to support, and not replace, human decision-making.&nbsp; We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.</em></h5> <h5><em>All applicants must be authorized to work in the US without sponsorship. All applications must include compensation expectations in order to be considered.&nbsp; Local candidates only, please.</em></h5></div>