TECHNICAL SUPPORT SPECIALIST – Global Printer Manufacturer .. Min. 2 yrs’ Exp. Job in Orlando, Florida Us

TECHNICAL SUPPORT SPECIALIST – Global Printer Manufacturer  .. Min. 2 yrs’ Exp.


To:  $40K Base - $19 / hr (d.o.e.)  + Bonus + Career Growth, Excellent Benefits 3 Wks’ Vacation

IMMEDIATE / Excellent  Opening (due to retirement) – Orlando, Fl


Global Technical Support Supervisor – Nth America is seeking a capable, dynamic, customer-oriented Technical Support Specialist for our Nth American (NAM) and Latin American (LAM) Customers, End-Users and Partners.

Job Summary / Mission:

·        The  Technical Support Specialist is primarily responsible for ensuring that all end-users’ and Partners’  (e.g., customers) technical issues and business opportunities are resolved and supported in a timely and responsive manner.

·        S/he follows all Global Technical Support (GTS) processes and procedures and contributes towards the achievement of all objectives and KPI’s in order to ensure a high level of performance and customer satisfaction.  S/he gets the necessary means and support to perform all activities to high standards.

·        S/he collaborates with and assists the GTS team in other duties, such as training, field support, project

work, etc. as instructed by management.

·        On a routine basis, s/he assists the other Technical Support Specialists in resolving difficult technical  issues. In doing so, s/he helps them develop their product knowledge, phone skills, and troubleshooting  abilities.

·        Demonstrate excellent Bi-Lingual Spanish Skills for our LAM and other NAM Customers, End-Users Partners.

Principal Activities / Duties / Responsibilities:    (Phone Based)

1.   Work closely and in “mirror fashion” with counterparts and colleagues within the global GTS organization   (Regions       and HQ) to ensure consistency of practice.

2.   Work as an integral member within the regional team in a manner that meets both customer and company  needs and objectives.

3.   Actively participate in the resolution of top customer issues and business opportunities while ensuring the  customers’ needs are met in a quality and timely manner.

4.   Assist Technical Support Specialist colleagues as needed to resolve more complex or global customer  issues.

5.   Actively pass along product knowledge and troubleshooting skills to less experienced Technical Support Specialists in order to help them grow and contribute.

6.   Help define best practices/standards for global service activities.

7.   Communicate progress/results through regular, defined reporting as required.

8.   Directly support the GTS training programs to ensure that the regional training programs are implemented  effectively and according to schedule. This will require participation and may require assistance when conducting the training classes.

9.   Work closely with Datamax-O’Neil management teams to ensure the end-user customers and Partners are

satisfied with the support they receive.

10. Represent GTS in efforts to reduce Warranty failures and costs.

11. Assist as needed to represent GTS in product design teams and new product launches.

12. Follow all relevant ISO procedures and company policies.

13. Keep up-to-date on Datamax-O’Neil products, technology, organizations, customers, etc. to ensure a complete understanding of the global business and market demands.

14. Perform other duties as needed.

Education/Training/Work Experience/Skills Required – A MUST HAVE:

·        AA Degree in Technical discipline;   BS Degree a plus.

·        Min. 2 years’ experience in a technical team (Engineering, Service, Quality, Reliability, Manufacturing, etc.)   In addition to this experience – direct customer service experience – ideally for a global /or national manufacturer

·        Demonstrated ability and experience to efficiently handle high volume and diverse range of customer, end-user, partner calls (110+ / wk), i.e. simple to very complex technical issues and successfully execute resolutions, etc.

·        Demonstrated ability and experience working and interacting with international / global colleagues

·        Bi-Lingual Spanish skills (verbal written)

·        Proven ability / experience to ‘take ownership’, and effectively identify root cause on failures and apply excellent problem solving skills

·        Proven, demonstrated ability to quickly learn / ensure in-depth product knowledge, i.e.  all Datamax-O’Neill core products, technologies, applications and markets served

·        Demonstrated  / excellent time management, organizational, and multi-tasking skills

·        Proven abilityy to be flexible, adaptable….and, thrive in an environment where growth, required change in priorities, scope and responsibilities occur

·        Self-driven / motivated / ambitious, quick learner and resourceful to achieve set goals independently as well as being an effective Team Player

·        Very Strong Interpersonal and communication skills (written verbal)

·        Proven ability to work well under pressure without sacrificing deadlines, Customer expectations / requirements, focus or, quality of work

·        Essential desire / need / ability to be ‘empowered’ to make the best decision for the Customer and Company alike

·        Proven ability to develop and maintain effective working relationships with global colleagues

·        Strong Proficiency with MS Office and Database management software

Disclaimer: The preceding job posting has been designed to indicate the general nature and level of work to be performed by employees in this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications of employees assigned to the job.


If interested in applying for the position send your resume + cover letter in WORD format for consideration.


Datamax-O'Neil is an EOE M/F/D/V