Technical Instructor and Hardware Systems.

Responsibilities:

Responsible for providing quality technical training (in-house or field)

• Conduct instructor lead technical training (in-house or out of town)
• Conduct technical field training
• Attend all Technical Instructor courses and complete assigned web-based training
• Complete all course evaluation no later than one week after the course completion
• Provide feedback to the Technical Education Department on course curriculum errors
• Make certain classrooms are prepared prior to commencement of courses
• Co-ordinate out of town classes with local service manager
• Provide feedback to Service Managers if technicians are in need of training
• Inspect training machines after each course to ensure proper function before storing

2.  Responsible for providing quality technical support

• Track all activities in SharePoint
• Follow-up on all assigned Remedy tickets daily
• Supply technical information to the field when requested
• Provide on-site service assistance with technicians on escalations and submit Dealer/Branch Visitation Checklist to SharePoint site
• Provide Field Modification Program support
• Respond to emails and telephone messages within 4 hours
• Perform research & development
• Ensure customer satisfaction
• Keep abreast of all technical literature posted on “mykonicaminolta” support site, at all times

3.  Manage Remedy escalations in a timely fashion

• Submit all escalations to Remedy or Konica Minolta partners with all information necessary
• Track all escalations to ESS/SSD in Remedy and advise field service personnel of status of the escalations on a weekly basis
• Follow up on all escalations to ESS/SSD or Konica Minolta partners in a timely manner
• Provide any feedback requested by ESS/SSD as a result of the escalations
• Attempt to reproduce reported problems before submitting escalations
• Report known resolved issues to ESS/SSD

4.  Other Duties/Projects

• Inspect and repair damaged machines sent back to Konica Minolta
• Maintain corporate demo room equipment
• Maintain corporate office machines
• Prepare school machine to be sold
• Remove and re-install parts from machines as a result of an Emergency Parts Request and update log book
• Assist with trade shows
• Support all KMBS initiatives
• Keep National Technical Services Manager abreast of all potential problems encountered
• Other duties as requested by National Technical Services Manager

Skills:

• Minimum grade XII education plus Community College Certificate in Electronic Engineering Technology (or equivalent)
• General network knowledge a must (TCP/IP, SMTP, Windows & Mac)
• Strong interpersonal, communication and leadership skills
• Highly responsible, self-motivated, and able to work under high pressure
• Excellent interpersonal, communication, presentation and listening skills
• Own vehicle with a valid driver’s license
• Travelling within Canada and the US is a requirement. Candidate must provide & maintain valid travel documents at own expense
• N+ certification preferred
• MCP/MCSE certification an asset

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