Production System Specialist- East Region

The Production System Specialist is responsible for developing and supporting Sharp’s service partners within an assigned geographic area. Also responsible for monitoring, investigating and providing in-depth reporting on the field performance of all assigned products.

Responsibilities

•  Production System Specialists provide technical support on Sharp Production Systems. Demonstrates high level technical skills in 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.
• Field Support activities will be provided through a combination of
• Troubleshooting, and repairing production products to address high level escalated hardware support issues from Sharp’s Technical, Install and de-install devices and provide technical expertise at Sharp and in the field assisting Sharp’s Dealer network.
• Provide urgent and high-visibility third-level technical support via on-site or by phone to Sharp’s dealer network of field technicians and Sharp authorized dealers.
• Troubleshoot electromechanical and connectivity-based issues, providing timely and cost-effective solutions and ensuring Sharp products meet all manufacturing and operational specifications
• Provide detailed and thorough documentation of field activities, allowing for proper cross-communication between management, sales and domestic engineering groups –
• Provide field practices to authorized Sharp authorized dealers.
• 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 procedures.
• 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. 
• 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 in hardware and software products they have been trained in to maximize the potential for additional sales. Also, to ensure 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 and training of Dealer Production Service personnel.
• Requirements may change from time to time based on business needs.

Position Requirements

• A minimum of 5 years industry production print experience is highly desirable.
• Associate’s degree in appropriate technical subject or equivalent certification and/or business experience are highly desirable.
• Direct support of 6 color digital press is a plus.
• 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 a high level of classroom and web-based teaching skills.
• Must possess a high desire to accept a leadership role.
• Up to 80% travel (average is 75% of all working days per year) as well as some weekend travel.
• Position may require the ability to lift heavy equipment or pushing & positioning.

About Sharp Imaging and Information Company of America (SIICA)

 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. 

 Employee Perks 

• Comprehensive, family-friendly healthcare plans (medical, dental, vision).
• 401k retirement plan with a competitive match and plenty of financial support tools.
• Employee Assistance Plan to care for you and your family's mental and behavioral health, balance, and support.  Financial protection for you and your family (life insurance and disability insurance)
• Rewarding and holistic wellness program.
• Training, professional development, and mentorship
• Full suite of voluntary insurance benefits for financial planning (auto, home, ID protection and legal)
• Dynamic culture eager to innovate, enhance diversity, and work smarter

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.