Sharp Electronics

Electronics producer of displays and services

Document Solutions Support Specialist

Implementation & Technical Account ManagementConfirmed live in the last 24 hours

Full-time

About the Job

Requirements

A minimum of 5–10 years of industry experience is highly desirable.
An associate's degree in an appropriate technical subject, or equivalent certification and/or business experience, is highly desirable.
Industry-recognized Network+ and Microsoft Certified Professional certifications.
Industry-recognized MCSE, MCTS, MCITP, or MCSA certification is highly desirable.
Highly developed communication and writing skills.
High-level classroom and web-based teaching skills.
A high desire to accept a leadership role.
Ability to travel up to 90% (averaging 75% of working days per year), including some weekend travel, in support of the Southwest Region.
Ability to lift heavy equipment or push and position it may be required.
Applicants must be authorized to work in the United States without sponsorship.
Local candidates only; applicants must include compensation expectations.

Responsibilities

Develop and support service partners within an assigned geographic area, and monitor, investigate, and report in depth on assigned products' field performance.
Demonstrate high-level technical skills in hardware, firmware, software, and network issue resolution; use advanced troubleshooting tools and techniques to resolve escalated customer issues for business partners; and perform root cause analysis using critical-thinking skills and troubleshooting methodologies.
Compile, edit, and gather accurate information for monthly technical reports, ensuring they are legible and delivered on time.
Manage the assigned territory and assist Sharp service business partners in meeting industry-standard performance levels. Ensure partners receive technical and procedural support and high-quality professional and organizational support from Sharp's service and support teams.
Schedule regular meetings with service partners, using prepared agendas and presentations to gather and disseminate information.
Ensure service partners comply with Sharp's dealer policies and procedures and are familiar with current technical information, bulletins, and service programs.
Assess partners' strengths, weaknesses, and additional support needs; gather field machine performance data, fault samples, and industry data; and build partner capabilities and working relationships.
Observe and analyze service partners' business and service practices, and recommend improvements to their efficiency, productivity, and profitability.
Coordinate with zone representatives to ensure emergency and other dealer support is delivered promptly. Investigate issues and provide detailed reports by surveying service partners, researching databases, conducting on-site visits, obtaining samples, and researching potential solutions; report relevant data to management and internal SIICA departments.
Support Quality Assurance and Regional Management in setting up product-monitoring programs and Technical Roundtable meetings.
Conduct formal and informal service training classes to develop service partner personnel's technical competency; occasionally monitor classes for quality control and recommend improvements to training courseware and programs.
Conduct on-site audits of dealer 3T Training activity to ensure compliance with SIICA training standards.
Provide technical hotline, phone, fax, email, and other remote support to other SIICA departments as requested through management.
Work with Sales to develop new and existing dealers, ensuring they are technically proficient with trained hardware and software products and able to support the products they sell, to maximize additional sales potential.
Provide support at business and trade shows, internal Sharp sales meetings, external road shows, and other events as required.
Make on-the-spot decisions based on the situation to maximize customer satisfaction within corporate guidelines.
Assist in developing Associate DSS personnel to prepare them for the DSS position.

Desired Qualifications

The listed salary range excludes bonuses, incentives, differential pay, and other forms of compensation or benefits; the employee may be eligible for an annual discretionary incentive award, commissions, and program-specific awards, subject to the applicable program rules.

Overview

Under the direction of the Director, Services and Support, the Document Solutions Support Specialist 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.

This position will cover the Southwest US territory for the following states: CA, AZ, and TX.

Responsibilities

Demonstrates high level technical skills on 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.
Compiles, edits, and gathers accurate data and information pertinent to monthly technical reports, assuring they are legible and delivered on time.
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.
Schedules regular meetings with prepared agenda and presentation with service partners to gather and disseminate information.

This includes, but is not limited to:

Ensures compliance with Sharp’s dealer policies and procedures.
Ensures familiarity with latest technical information, bulletins, and service programs.
Assess partner’s strengths, weaknesses, and additional support needs.
Gathers field machine performance data and fault samples.
Gathers industry data.
Partner development and personnel relationship building.
Observe and analyze the business and service practices of the service partners and make recommendations to improve their efficiency and productivity and profitability.

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.
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.
Conduct in site audits of dealer 3T Training activity to assure compliance with SIICA’s training standards.
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 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.
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 of Associate DSS to prepare for DSS position

Position Requirements

Minimum of 5-10 years industry experience is highly desirable.
Associate's degree in appropriate technical subject or equivalent certification and/or business experience highly desirable.
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 high level of classroom and web-based teaching skills.
Must possess a high desire to accept a leadership role.
Up to 90% travel (average is 75% of all working days per year) as well as some weekend travel support the Southwest Region
Position may require 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.

Compensation Statement

$72,000—$100,000 USD

Sharp Electronics Corporation is an equal opportunity employer – minority – female – disability - veteran.

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. We are committed to fair and equitable hiring practices, and all hiring decisions are made or reviewed by qualified personnel.

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.

Compensation Statement 72000 - 100000 USD

About the Company

Sharp Electronics

Electronics producer of displays and services

Sharp Electronics is a global electronics company that makes consumer electronics and business-to-business technology. Its products include consumer TVs under the AQUOS brand and a range of business solutions such as interactive displays, copiers, and IT services. Sharp’s products work by combining advanced display panels, sensors, connectivity, and software to deliver reliable consumer devices and integrated business solutions for classrooms, offices, and commercial settings. The company distinguishes itself through a long history of hardware innovations and a broad product mix that spans personal devices and workplace technologies, built on a legacy of engineering milestones like early liquid-crystal displays and all-transistor calculators. Its goal is to help people and organizations work more efficiently by providing dependable, high-quality electronics and intelligent display and IT solutions that keep pace with evolving needs.

Company size: 501-1,000
Company stage: Acquired
Total funding: $23.7M
Headquarters: United States
Founded: 1912

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