Toshiba Business

General

• Provide formal classroom instruction and onsite and telephone support/consultation to EID Dealer/Distributors and end users
• Provide escalated technical service, support, and expertise for Toshiba products
• Create process documentation and onboard and certify Dealers and domestic Distributors
• Translate customer needs into viable technical solutions, support, and training
• Resolve escalated technical and non-technical problems for Toshiba products
• Instruct Dealer and Distributor staff on Toshiba products and technical issue resolution
• Assess problems, determine educational approaches, and escalate issues as required
• Document and assess data and advise management on escalated issue trends
• Conduct formal technical training, including evaluation, testing, grading, and certification
• Develop training content and collaborate with the Curriculum Development Department
• Deliver Monthly Technical Seminars and bi-Monthly Breakfast Seminars
• Maintain current knowledge of technology used in EID equipment and offerings
• Attend TABS Technical Training Schools and transfer knowledge to Dealer/Distributor staff
• Conduct dealer, distributor, and prospective dealer/distributor visits
• Support resolution of dealer issues pertaining to TABS and meet visit/contact KPIs
• Identify problem areas and advise management on corrective action
• Set up and maintain EID products for internal TABS use or resale
• Inspect, evaluate, and report on damaged equipment at warehouses and dealer/distributor locations
• Document technical problems for management, including support for the TABS TQC Program
• Support the Client Services Team with escalations involving device performance and dealer compliance with Toshiba Service Level Agreements
• Perform other related duties as assigned

Senior Regional Service Specialist