Product Support Specialist

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 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.

Responsibilities and Expectations:
Able up to travel with short notice (up to 10% of time on average)
Acts as primary point of contact for beta sites and conduct beta for specific releases
Collaborate with PD team on troubleshooting and solving technical problems
Completes expense time tracking and customer call logging reports using systems and processes identified by Kodak
Develops and maintains advanced technical expertise with Kodak products systems and/or solutions
Develops reviews and updates technical training material for ease of understanding and completeness
Documents problem resolutions for regional escalation case closure ongoing support and learning
In partnership with Product Management uses domain expertise to assist in translating customer feature requests into stories and/or modifications to existing features for input to Product Management
In partnership with Product Support Management uses domain expertise to identify problems problem trends and product performance data to prioritize bugs for Product Development
Leads or participates in periodic technical Checkpoint meetings with regional teams
Participates on special projects and company initiatives as needed
Provides Product Development with precise problem descriptions test cases customer files and potential root causes and adheres to established SLAs between escalation functions
Provides remote assistance to regional service teams as required
Provides technical mentorship to the regional service teams and issues relevant technical bulletins and support alerts
Report technical escalation troubleshooting results and findings to Product Development using the Problem Report process
Responds to regional sales organization technical questions that have been escalated through regional resources
Review new feature use cases and performs new feature release testing as required to gain in-dept knowledge of feature functionality and provides feedback to Product Development
Supports regional technical services teams for customer escalations and as necessary works directly with customers for problem resolution

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

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