Senior Technical Support Engineer

Overview

Support various aspects of service and support organizations that meet and exceed customer expectations for Dynabook Americas, U.S., and Latin America Region (LAR). Support data gathering methods and reporting needs. Provide leadership and guidance to resolve technical support escalations, both internally and externally. Possess strong communication skills to work in a multidisciplinary, cross-functional role. Be able to support and communicate with multiple departments, including part planning/logistics, technical support engineering, customer service, sales, marketing, and IT.

Responsibilities

• Coordinate customer service technical support escalation projects, ensuring timely and satisfactory resolution of customer issues
• Be the technical focal point for onsite, depot, and carrying services and EN releases
• Diagnose, troubleshoot, and resolve PC hardware, networking, and software issues.
• Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support for external and internal customers
• Coach front-line business support agents to achieve best-in-class support to our customers
• Escalate critical customer situations to the appropriate level of management and engineering expertise
• Track and monitor all support cases to ensure timely resolution and follow-up
• Hold weekly meetings with the onsite providers to identify opportunities to improve performance and identify gaps in the ability to meet customer SLAs.
• Work closely with Field Systems Engineers to address the needs and concerns of small/medium businesses, Enterprise, and Education customers
• Responsible for all aspects of the online support presence and voice on support of dynabook.com (support website). Write, edit, and proofread site content and work closely with IT to maintain site standards with regard to new development and security.
• Develop content for support.dynabook.com by creating FAQ’s, support bulletins, How-To Videos, troubleshooting assistance, and training.
• Oversee the coordination, administration, and execution of technical support programs, projects, processes, and performance metrics/standards for onsite service delivery.
• Ensure that issues and recommendations with regard to programs, tools, projects, products, processes, metrics, standards, and customers are escalated in accordance with technical support policies and procedures.
• Use statistical methods to analyze data and generate useful business reports and insights.
• Analyze repair part usage to identify gaps and provide feedback for part planning and forecasting to support and minimize part back orders.
• Review customer support scenarios to identify opportunity areas and recommend/implement improvements through analysis and feedback.
• Lead weekly Engineering and Support status meetings with Field Systems Engineers and Computer Systems Engineering
• Lead Monthly SLA review meeting with strategic enterprise accounts
  
  

Qualifications

• Bachelor’s degree in computer science, Information Technology, or relevant field or equivalent combination of education and work experience
• 3-5 years of relevant technical work experience preferred
• Call Center Operations familiarity is a plus
• Good understanding of computer systems, mobile devices, and other tech products with knowledge of computer components including motherboards, processors, memory, expansion cards, and peripherals is preferred
• Hands-on experience or knowledge of Windows OS or Microsoft certification is a plus
• Ability to troubleshoot software and hardware issues on computers
• Spanish language skills are a plus but not required.
• Basic Scripting and Programming Experience is a plus
• Ability to communicate effectively, both verbally (in person and over the phone) and in writing
• Ability to collaborate effectively and work as part of a team
• Organized, efficient, and results-driven
• Works well under pressure and manages stressful situations with ease
• Critical thinker with interpersonal skills
  
  

ABOUT US: Dynabook Americas, Inc.

Headquartered in Irvine, Calif., Dynabook Americas, Inc., provides a diverse portfolio of the enterprise-grade hardware and software offerings, including awarding-winning mobile computers, innovative wearable devices, augmented reality applications and security solutions. Dynabook designs, engineers and manufactures its offerings in its own-operated facilities to ensure quality and reliability. Dynabook Americas is an independent operating company wholly-owned by Dynabook, Inc., of Japan, a majority-owned company of Sharp Corporation.

Compensation For This Position

The compensation range for this role is $81,500 - 105,000 . 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.

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 wholistic 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.
  
  

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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