Senior Tech Support Specialist, Level 2Roland DGA is a world-wide leader in the sign, graphic arts, vehicle graphics and engraving and 3D modeling industries. We are looking for a Tech Support Specialist to provide technical support to end-users, dealers and service partners on the telephone, through online networks and by email. This individual will also provide technical support at all levels to dealers, end users, service partners and internal customers. Additional duties will include understanding and repairing our products in service. This includes participating in training and educating dealers on a variety of products. This is an Irvine-based position. Fluency in Spanish is required.
An AA degree of higher is preferred or equivalent experience. Minimum of two years of experience troubleshooting and/or repairing electro-mechanical devices or equivalent. Large format printing, engraver and 3D support experience preferred. Troubleshooting experience in a high-tech environment. Knowledge of Microsoft Windows operating system and installation of USB/Ethernet devices. Knowledge of Apple Macintosh operating systems is a plus.
We are a 7 time winner of the Top Work Place Award in Orange County, and offer a creative, team-oriented environment with a competitive benefit and compensation package. Learn more about us at www.rolanddga.com.
Service Account Manager (SAM)
Reporting to the Roland Care Manager (RCM), the Service Account Manager (SAM) is responsible for a specific area, region, and/or product line as assigned by the RCM, building relationships within dealer service personnel to become a trusted source of training and development. The SAM will focus on the customer experience and satisfaction by keeping track of trends, metrics, and KPIs. Individuals should leverage internal systems and resources to ensure case resolution and collection of data for reporting and providing feedback for product development and enhancements. They will develop and maintain constant communication with their key players in the SAM account region to assist with escalated cases and minimize customer down time. The SAM will also be responsible for assisting the Knowledge and Training Developer (KTD) in creating and maintaining organization-wide knowledge information, so the organization’s know-how, information, and experiences are shared with internal and external resources. The SAM will be responsible for tracking, reporting, and developing new processes to improve the levels of service and customer support.
Roland DGA Corporation complies with all fair employment regulations.
Roland DGA Corporation is an Equal Opportunity Employer, with a policy ensuring that all employees and potential employees are considered for all positions on the basis of their qualifications and abilities without regard to race, color, sex, religion, pregnancy, ancestry, age, national origin, citizenship status, veteran status, sexual orientation, marital status, physical or mental disability or other legally protected status.
About Roland DGA
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Please send your resumes to HR@RolandDGA.com Please include your salary history and current salary requirement.
No phone calls please.