Global Service Department Technical Specialist I

Konica Minolta currently has an exciting opportunity for a Global Service Department Technical Specialist I.

Provide initial processing of incoming technical support incidents; customer identification, entitlement and incident recording. Deliver initial diagnosis and basic level triage support to remotely resolve incident, or escalate as necessary.

• Follows prescribed processes and procedures including systems, schedule adherence and tool utilizations
• Communicates clearly and professionally with customers to handle requests efficiently; communicates technical information in an easily understood manner
• Handle inbound requests and escalations including support incidents, service requests, meter readings and supply orders using internal multi-media
• Utilize listening skills to understand the nature of the customer request and determine best course of action including resolution of technical details
• Identify urgent situations that require additional actions to satisfy the customers' needs including supply sourcing/expediting and escalation of technical issues.
• Perform advanced, in-depth triage to remotely resolve issue or escalate as required
• Create incident and dispatch technician providing technical information to assist in problem resolution
• Follow through on customer commitments, research as needed using available resources
• Actively participate in learning opportunities and completes assigned curriculum in a timely manner and applies knowledge to continuously improve our customer experience
• Complete projects and tasks as assigned by management
• NOTE: Domain duties are detailed in specific job posting

• High school or equivalent
• Minimum 1-2 years of experience as helpdesk / service technician
• Working knowledge of KM Product specific equipment (printer, office products and/or production print); field experience preferred
• Excellent verbal and written communication skills
• Video Surveillance Systems support preferred (i.e. Mobotix)
• Knowledge of systems and applications used to support a call center environment
• CompTIA A+, N+, Microsoft network and windows certifications preferred
• Good customer service and interpersonal skills
• Ability to problem solve and perform advanced troubleshooting with minimal assistance
• Computer skills- Microsoft Office, Word, Excel, PowerPoint
• Detail Oriented
• Ability to multi-task work in a fast paced environment
• Occasional travel as requested

About Konica Minolta

Konica Minolta's journey started 150 years ago, with a vision to see and do things differently. We innovate for the good of society and the world. The same purpose that kept us moving then, keeps us moving now. Konica Minolta Business Solutions U.S.A., Inc. is reshaping and revolutionizing the workplace to achieve true connectivity through the . The company guides and supports its clients' digital transformation through its expansive office technology portfolio, including IT Services (), intelligent information management, managed print services and industrial and commercial print solutions. Konica Minolta has been included on CRN's MSP 500 list nine times and The World Technology Awards named the company a finalist in the IT Software category. Konica Minolta has been recognized as the #1 Brand for Customer Loyalty in the MFP Office Copier Market by Brand Keys for sixteen consecutive years, and is proud to be ranked on the . The company received Keypoint Intelligence's BLI 2021 A3 Line of The Year Award and BLI 2021-2023 Most Color Consistent A3 Brand Award for its . Konica Minolta, Inc. has been named to the Dow Jones Sustainability World Index for nine consecutive years and has spent six years on the Global 100 Most Sustainable Corporations in the World . Konica Minolta partners with its clients to give shape to ideas and works to bring value to our society. For more information, please visit us and follow Konica Minolta on , , and .

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.