Regional Technical Specialist - Colorado

The primary function of this position is to support customer and dealer accounts, performing complex technical duties related to DEXIS Imaging products by managing escalated issues and support dealer partners for service and installs in an assigned territory. You also serve as a mentor for other Field Support team members, handle customer escalations, and execute technical projects. This position is based in the Denver Colorado area and may require up to 50%+ overnight travel.

Essential Duties and Responsibilities

• Territory development in conjunction with the Territory Sales Manager.
• High focus on the customer relationships and presentation of service activities/service offerings.
• Create and grow multiple aspects of our business through supporting regional and company goals.
• Identifying, owning, and tracking any issues with an account, according to escalation procedure, to reach resolution.
• Point of escalation for troubleshooting of our products and services.
• Ensure dealers in the assigned territory are adequately supported for service and installs.
• Rapid reaction to escalated and customer down issues and always maintain a high level of professionalism.
• Deliver billable service work while proactively generating and managing a pipeline of future service opportunities through customer engagement, needs assessment, and follow-up.
• Own the customer issue to resolution and complete service documents.
• Provide reports to management.
• Ability to transfer acquired knowledge to Product Service personnel through established internal procedures.
• Mentor and support Field Support team members.
• Coordinate all direct installations within assigned territory.
• Ensure dealer technical training needs are met and documented within assigned territory.
• Perform other duties or special projects as assigned.

Job Requirements

This position will require strong interpersonal face-to-face, phone, and email skills and a strong customer focus resolving and troubleshooting customer issues. It will include troubleshooting/installing equipment on site with service technicians and solving application problems with the end user that may or may not be comfortable using a computer. This position requires working flexible hours and includes travel that may occur on weekends when necessary. The role requires supporting and performing complex technical duties related to DEXIS Imaging products, by answering customer/dealer questions or resolving issues in the field. This role serves as a technical liaison in an assigned territory that handles customer escalations, installs assists, direct installs and executes technical projects. This role requires flexibility in work schedule and the ability to work holidays and overtime, and travel as dictated by business needs.

Minimum Requirements

• 2+ years of formal higher education or equivalent work experience; Associates, Bachelor's or Technical degree is a plus.
• 3+ years of advanced troubleshooting experience in a field environment.
• 2+ years of experience in a customer facing role.
• 3+ years’ experience with troubleshooting and resolution of Windows operating system permissions, hardware peripherals, databases, and networks.
• Microsoft Office proficiency.
• Valid state driver's license and a clean driving record; company car is provided.

Preferred Requirements

• Demonstrated ability to work independently; ability to build relationships and help foster and develop the territory.
• Advanced MySQL and MAC OS knowledge a plus.
• Ability to manage multiple projects simultaneously.
• Sense of Urgency – Having the drive and motivation to act and prioritize daily tasks; working strategically to ensure we are getting to every customer.
• Leadership – Must be able to inspire others to act on key initiatives.
• Teamwork – Must be willing and able to work closely and effectively with other departments, peers, etc.
• Customer Focused – Is dedicated to meeting the expectations and requirements of internal and external customers. Acts with customers in mind.
• Ability to influence others – Must be able to inform, convince, and persuade others to act on initiatives or to provide assistance.
• Results orientation – Must consistently deliver results.
• Communication – Must be able to effectively communicate in both written and verbal forms.
• Professional Work and Detail Orientation – Must have excellent attention to detail, and all work must be at a high level of professionalism.
• Project Management – implement and manage projects and present reports defining project progress, and problems and solutions.

Physical Requirements

• Must be able to lift 70 pounds at the waist and 25 pounds overhead.
• Exert up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.
• Be able to stand, kneel, squat, bend and work at odd angles frequently throughout the day.
• Be able to climb a ladder and work above head.

Personal Trait Profile

• Self-starter
• Self-sufficient
• Independent thinker
• Strong interpersonal phone and email skills
• Enthusiastic
• Customer focused
• Strong problem solver
• Results driven
• Team and customer oriented
• Detail oriented
• Patience and flexibility
• Willingness to advance
• Team orientation (knows when to lead and when to follow)
• Lives the “continuous improvement” philosophy and can drive change successfully
• Logical and creative thinker
• Poised, strong personal impact
• Confident
• Ability to influence others – credible
• Leadership and facilitation skills