The goal for this position is to maximize all revenue opportunities. This role is ideal for candidates who enjoy customer interface and providing expert knowledge and solutions. The ideal candidate is success-driven, fast-paced, works well in a diverse team, and enjoys a dynamic and changing environment.
General Summary of Key Duties:
. Tech Support in B&ES Call Center on DLP Pro-AV & Education Projectors, and PDP (Public Display Panels) / IFP's (Interactive Flat Panels).
. Level 1 Support for Customers
. Level 2 support for Sales / Field Application Engineer staff
. Troubleshoot / Test products to verify operation and accuracy of specs, firmware & software
. Generate Return Merchandise Authorizations as appropriate to in-house or 3rd party provider
. Coordinate with 3rd party on-site provider in case of on-site service
. Deploy new products in office to gain hands-on experience and offer training on product operation and feature details for sales & marketing teams
. Communicate product issues/solutions to product departments in California or Taiwan as appropriate
. Develop Tech FAQ's, Case Solutions, and blog posts pro-actively based on product experience and to answer recurring question reducing inbound case load.
. Learn and become proficient on software tools needed for role, such as Salesforce (case tickets)
. Key role, largely responsible for driving and maintaining B&ES business Net Promoter Score (NPS)
. Provide weekly/monthly reporting on top issues & solutions
. Technical background and able to learn new technologies quickly
. Able to communicate & present technical topics/details with clarity to customers, peers, and management
. Skills in all or most of the following areas: projection, computing, audio/video systems, networking, PC, MAC, Chromebook, Software, firmware, system interconnect, electrical wiring, and MS Office
. Organized and able to process multiple demands on time in an orderly fashion
. Process oriented
. Ability to develop plans and processes relevant to role and team operations and then execute
. Ability to calmly guide upset customers to win-win resolution when faced with technical problems
. A.S. or B.S. in EE, CS, ET, CE or related technical degree preferred. Multi-year Experience counts
. Previous experience as Systems Engineer, Tech Sales, A/V tech, PC Tech, etc. would be useful
. Helpful interests: be a gadget & electronics person