At a Glance
- Tasks: Support customers and troubleshoot product issues while collaborating with various teams.
- Company: Join a leading company in the graphic arts and printing industry.
- Benefits: Competitive salary, flexible hours, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on continuous learning and development.
- Why this job: Make a real difference by solving customer problems and enhancing product experiences.
- Qualifications: Degree in engineering or related field; experience in customer service and product support.
The predicted salary is between 94500 - 115500 $ per year.
Role Overview
The Product Specialist is responsible for supporting customer escalations from regional service teams and acting as the escalation focal point for customer and internal service escalations into Product Development and Product Management. Through their domain knowledge and technical product knowledge evaluates and tests customer problems and either provides solutions or escalates through the Problem Report process to Product Development. The Product Specialist works closely with Product Support Management to identify problem trends, perform root cause analysis, and provides input for prioritizing fixes for future releases. In addition, the Product Specialist collaborates and provides user domain knowledge in support of Product Management, Product Marketing, Sales, and Product Development, including R&D and QA. The Product Specialist participates in the product service commercialization process, including helping prepare the regional service organizations to support upcoming product releases.
Education and Work Experience:
- Undergraduate degree in engineering, graphic arts, or a technical curriculum is preferred
- Work experience in graphic arts is recommended
Experience:
- At least 5 years graphic arts or printing industry experience in a customer service environment is required
- Minimum 3 years of product support experience
Personal Attributes:
- A history of personal and professional credibility with peers, leadership and customers
- Ability to adapt to a fast-changing environment and work well under pressure
- Ability to work within a collaborative team environment
- Able to convey customer and Kodak business value related to escalations and feature requests
- Able to handle an unpredictable workload (including the willingness and ability to occasionally provide support outside of normal working hours, when required)
- Able to work cooperatively and collaboratively within a team environment
- Able to simplify complex support issues for various audiences
- Excellent interpersonal skills, including teamwork, respect, courtesy, tact and discretion
- Strong mentorship skills
- Excellent written & verbal communication and technical documentation skills
- Exceptional ability to make decisions that result in customer satisfaction
- Have an instinct for technologies and techniques, and enjoy trying things out
- Proven organizational skills
- Self-motivated and action oriented
- Stamina to see a difficult problem to its conclusion
- Strong problem-solving skills
- Strong technical background
- Superior interdisciplinary communication and listening skills
- Understanding of the printing industry and its processes
- Willing and able to travel (up to 10% of the time on average)
- Willing to continually learn, through interacting with the team, formal courses or self-directed programs
Product Support Specialist in Burnaby employer: Kodak Corp
Eastman Kodak in Burnaby offers an exceptional work environment for Electrical Engineers, fostering a culture of innovation and collaboration. Employees benefit from opportunities for professional growth through hands-on experience with cutting-edge imaging systems and cross-functional teamwork. With a commitment to product safety and compliance, Kodak provides a rewarding career path in the dynamic graphic arts industry.
