Senior Regional Service Specialist

United StatesRemoteFull-timesenior

OtherService Specialist

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Quick Summary

Requirements Summary

Technical support for multifunction printers (MFPs) and networked products. Diagnosis and resolution of complex technical problems. Tier 2 or Tier 3 technical escalation support.

Technical Tools

OtherService Specialist

This role provides senior-level technical expertise, training, and escalation support for a portfolio of enterprise imaging and networked technology products. You’ll serve as a key technical resource for dealers, distributors, field technicians, and end users, helping resolve complex issues and strengthen customer relationships. The position combines hands-on technical problem solving with formal instruction, consultation, certification, and service process improvement. You’ll assess escalated issues, identify recurring trends, and translate technical knowledge into practical solutions and training. The role involves extensive interaction with customers and partners, including onsite visits, virtual classrooms, seminars, and technical support. This is an ideal opportunity for an experienced technical service professional who enjoys solving complex problems, sharing expertise, and working independently across a broad regional territory.

Provide advanced technical and non-technical support for escalated issues involving assigned enterprise imaging, multifunction printer, and networked products.
Diagnose complex technical problems and work directly with dealer, distributor, field technician, and customer teams to develop effective resolutions and improve product knowledge.
Assess escalated issues, determine appropriate corrective actions, document findings, and communicate significant trends or recurring problems to management.
Deliver formal technical training, onboarding, certification programs, webinars, seminars, and one-on-one instruction for dealers, distributors, and service personnel.
Evaluate, test, grade, and certify trainees based on their ability to properly diagnose, repair, and maintain assigned products.
Develop technical training materials and collaborate with curriculum development teams to deliver comprehensive learning programs, including recurring technical seminars and workshops.
Stay current on emerging technologies, product updates, service procedures, and technical capabilities relevant to the assigned product portfolio.
Participate in technical training schools and knowledge-transfer programs delivered onsite, virtually, or at designated company locations.
Conduct regular visits to dealers, distributors, prospective partners, and customer locations to provide technical consultation, service support, and training.
Monitor service performance and key performance indicators, identify problem areas, and recommend corrective actions to improve technical support and customer satisfaction.
Manage the setup, maintenance, inspection, evaluation, and reporting of equipment designated for internal use or resale, including damaged equipment at warehouses and partner locations.
Maintain accurate documentation of technical problems and contribute to quality and technical control programs.
Support client services teams with escalations involving device performance, service-level agreements, and dealer compliance.
Perform additional technical service, training, documentation, and support responsibilities as assigned.

Requirements

~2 min read

Bachelor’s degree or equivalent combination of education and professional experience.
At least 5 years of technical engineering or service experience, ideally across several of the following areas:
- Technical support for multifunction printers (MFPs) and networked products.
- Diagnosis and resolution of complex technical problems.
- Tier 2 or Tier 3 technical escalation support.
- Equipment repair and maintenance.
- Technical training and instruction for dealers, distributors, clients, or service teams.
- Formal classroom training, certification programs, webinars, or one-on-one technical instruction.
- Strong written and verbal communication skills, with the ability to explain technical concepts clearly and provide effective guidance and consultation.
- Demonstrated ability to transfer technical service knowledge to customers, dealers, distributors, and field personnel.
- Proficiency with Microsoft Office and basic computer hardware and connectivity concepts.
- Ability to work with relevant technology and mobile tools, including laptops, phones, handheld devices, and other service technologies.
- Strong problem-solving, analytical, and troubleshooting capabilities.
- Demonstrated ability to work independently with limited supervision while maintaining high service standards.
- Excellent time management and organizational skills, with the ability to prioritize activities and manage a demanding schedule.
- Strong customer-service orientation and professional communication and presentation skills.
- Willingness and ability to travel extensively to customer, dealer, distributor, and training locations.
- Ability to build productive relationships with customers and partners while maintaining a professional and service-focused demeanor.