Area Operations Specialist

Company Name:
Salary period: Annual
The Specialist Level works on assignments of a diverse scope where analysis of data requires evaluation of identifiable factors. Exercises independent judgment within defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as liaison between customers, departments and within the organization to lead problem resolution and change management processes. Ensures that all schedules, transmission, on-line systems, and problems are resolved in an accurate and timely manner. Utilizes technical expertise for moderately complex aspects of major system components used to support business. Acts as a resource for lower level team members.
Serves as subject matter expert to resolve extremely complex and/or recurring service issues. Provides solutions using specific product knowledge, system utilities and operating environment. Participates in the planning and implementation of new and enhanced technology and devices. Develops and maintains training curriculum for specialty services and customers. Provides expert consulting, advice and training to field service representatives, technicians and/or customers. Interfaces with other technicians, operations and customers to make decisions on operating procedures, analytical approaches and configuration options. Facilitates the change management resolution process both internally and externally. Develops and maintains technical services and support documentation. Keeps abreast of changing technology. Provides training and technical leadership to less experienced team members. Works with customer, OEM and third party support organizations to identify resolutions to complex system failures.Qualifications:
Requires 6+ years of related work experience, or Bachelor's degree, or technical training, or equivalent combination of education and experience.
Will also have experience with a broad scope of technologies and be certified in major product lines - ie, Cisco, Dell, HP, IBM, Lenovo, Microsoft, and Lexmark. Expertise on high end Multifunction Devices including IBM, Lexmark, HP, Xerox etc. Verification of new equipment configurations and software upgrade testing capabilities.

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