IT Field Support Technician-ERP/Business Applications Support

Application Administration And Support

This person will review the ticket system (ServiceNow-SNOW) queues and resolve application issues to support end-user customer service expectations. They will also perform data entry in support of automated application integrations. They will also perform other application administration tasks as needed. Strong problem-solving skills are required. Ability to read XML code and understanding of XML Mapping are required. Knowledge of the printing industry would be helpful but not required. Experience with ERP systems is required. There is not a lot of walking, standing or lifting. Ideal candidates would be someone with technical or application-oriented training or background; possible experience as a Help Desk or customer service representative. Must have data entry, computer knowledge and first line of defense for help desk. Someone who has done some help desk and has tech skills would be perfect. Dress code is business casual.

Roles & Responsibilities:

MIF Retention. Wallet Share (Volume Building and Lead generation) Drive document volume by conducting customer training on the basic and advanced features of targeted connected products and applications including color and high-volume units as part of standard installation fees and maintenance contracts. May deliver a variety of customized training depending upon customer's needs, e.g., customized training plan, feature application training, etc. for an additional fee or as contracted with client. Follows-up with customers on feedback received from provided training to ensure complete customer satisfaction. Follows-up with customers who are printing at less than 30% of Total Document Volume, to assist them in optimizing use of company products and applications. Keeps current on all products and feature capabilities through independent study and classroom instruction. Uses effective presentation, interpersonal and communication skills. Trains customers on devices and designated Solutions as specified in Policy, associated Playbook and other documented guidelines. Visits current customers with low volume to increase total document volume. Registers customers for company website and informs them about process for requesting service and supplies. Identifies potential sales leads for Sales and Network Service departments. Works with Service management to ensure proper request procedures are followed. Accounts for all time and activity by recording information in the Activity Tracking system. Presents a professional image in business dress and behavior. Performs other duties as assigned. Demonstrates expertise and provides specialist services. Performs a full range of services including customer training, equipment and workflow observation, and solution presentation for improved methods. Proactively seeks volume building opportunities that result in increased utilization of equipment, supplies and services. Performs appropriate follow-up customer visits to ensure volume building and customer identified benefits are realized and maintained. Manages Territory. Responsible for managing own time and schedule. Schedules training-based account priority and territory to limit travel and improve efficiency. Identifies and targets customers that have under-utilized equipment/ systems. Works closely with sales partners to maximize equipment leads, upgrade opportunities, supply sales and sales of services. Develops and executes monthly plan that meets or exceeds minimum on-site customer trainings and TDV visits. Maintains and manages all activities that result in meeting or exceeding minimum volume growth expectations. Completes all required administrative tasks in an accurate and timely manner. Travel to other areas within region to help with large installs as needed and approved by Area Director Customer Service. Proactively seeks ways to improve equipment/systems performance that results in greater customer satisfaction with. Acts as a communication link on unresolved technical problems/issues. Maintains productive, professional relationship with all customers & all personnel.

Minimum Qualifications:

2-year college degree or equivalent experience in a related field. CompTIA CTT+ Certification within 12 months of hire. Requires basic computer competencies. Requires a valid state driver's license and minimum level of auto insurance coverage per policy for positions entailing extensive use of personal car while on company business. Possesses strong written and verbal communication skills. Possesses self-motivation, strong organizational skills, and strong interpersonal skills. Possesses ability to perform job duties and prioritize work without direct supervision. Requires time and territory management skills. Requires understanding and operation of office imaging products, computer equipment, data communications and related area networks. Possesses methodical approach to identifying problems and developing solutions. Requires proficient use of Microsoft Office computer programs. Possesses excellent customer service skills including ability to present new concepts and follow-up to ensure approved concepts are implemented and maintained.