Major Goals:
1. Become a subject matter expert of high volume output devices, Fiery technology, and needs/uses of high-volume customers to regularly conduct customer training within the high-volume market
2. Conduct a large number of individual training within major accounts to educate many end users on applicable uses of multi-function devices
3. Work to bring additional value through continual education and customer training
Toughest Parts of the Job:
1. Learning and achieving expert proficiency with the technology used in high-volume print environments
2. Internal motivation and drive to learn the industry and the unique line of business application for major account customers
3. Handling difficult customers
Job Functions:
- Work to support the high-volume sales and major accounts sales team and customers to ensure repeat sales and customer satisfaction
- Deliver training upon installation and follow-up training based on new applications, new staff members, and as needed*
- Handle escalated customer service issues and provide resolution
- During the course of day-to-day customer interaction, listen for additional opportunities to assist and forward lead information to an appropriate salesperson for follow up
- Look for ways to improve the quality and consistency of the customer service experience
- Establish and maintain strong working relationships with high-volume sales representatives and service technicians
- Utilize CRM to log customer communications
- Communicate issues, or problems to be addressed by the leadership team
- Work to gain and maintain expert-level knowledge of High Volume technology and application to Function4 customers*
- Upon equipment installation, walk new users through the all-around use of machines
- Utilizing manufacturer and Function4 resources adapt and deliver effective training on the use and application of new technologies
- Acquire and maintain a detailed working knowledge of:
- Function4 high volume equipment and software
- Basic computer knowledge
- Industry trends
- Competition
- Attend manufacturer training as needed
- Look for ways to improve processes and procedures
- Denotes essential functions of the job
Other Duties as Assigned
Working Conditions:
- General working hours are Monday – Friday, 8 am – 5 pm with limited absences/tardiness. Additional hours as required to complete objectives. Attend occasional webinars and training
- Travel to meet with customers in various locations. Some overnight stays may be required
- Deliver on Company mission, vision, and core values
- Appropriate business attire based on market/customer
- Comply with Employee Handbook
- Drug testing upon employment
- Ability to bend/push and pull to utilize standard office equipment
Primary People Contacts:
- Customers
- New and existing team members
- Function4 leadership including sales leadership
- External partners and vendors
- Community members
Culture Values:
- Accountability
- Integrity
- Embrace Change
- Teamwork
- Trustworthy
- Quality
Knowledge and Skills:
- Consistently demonstrate exceptional customer service skills and attitude
- Strong organizational and follow-up skills
- A natural affinity for technology
- Ability to maintain a helpful, professional demeanor in all customer interactions
- Proactive self-starter with the ability to work independently
- Knowledge of Microsoft Suite of products
- Strong ability to set priorities, solve problems, and be
- Strong organizational skills
- Goal oriented
- Ability to multitask and meet deadlines
- Consultative approach to working with and through people
- Graphic Design background a plus
Behavioral Characteristics:
- Highly precise and conscientious worker who remains skeptical while respecting authority
- Detail-oriented
- Congenial and cooperative
- Highly responsive, efficient, and disciplined
- Thorough leaves nothing to chance
- Task-oriented with high standards of quality and accuracy
- Competent in gathering information and comfortable making decisions based on expertise and knowledge
- Strong follow-through on delegated tasks and assignments
- Anticipates problems
- Collaborative
- Organized