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Sign making and apparel solutions since 1982.
The Product Support Technician will provide phone, email and chat product/technical support for all Printers and Vinyl Cutters supported by SIGNWarehouse, assist with planning, parts inventory management, problem diagnosis, refurbishment program, and other miscellaneous duties; reports to the Product Supervisor.
Provide phone/e-mail/chat support for customers and end users in North America -- assist with problem diagnosis
Review, update and create service documentation for all product lines
Provide second level support for internal Product Support Associates
Cross train Product Support Associates on all products (cutter, printer and RIP)
Assist with color management issues
Travel to customer sites, in state and out of state for service and support as required
Open on-site service calls as required and copy call information to the Product Support Associate
Research prepare, and ship parts as required
Understand and utilize RMA process for warranty and OEM part replacement
Test, troubleshoot and repair all Printer and Vinyl Cutter models, Laser engravers, heat presses, graphic design software
Perform product upgrades as required
Provide feedback, verbal and written, regarding new and existing problems
Follow up with customers to ensure satisfaction
Demos to perspective customers
Qualifications for the position:
Minimum 2 years experience in a Product/technical support environment.
Technical and mechanical experience a plus.
Strong mechanical aptitude
Trouble shooting/problem solving
Software computer technical- very helpful
Presentation/public speaking/communication skills
Valid driver s license
Travel when needed (in state and out-of-state)
Some College/trade school
Medical, Dental, Vision, 401K and PTO
SIGNWarehouse is an equal opportunity employer