Field Technical Support Specialist (Cardiff)

Provide technical assistance to assigned KYOCERA Managed Document Services accounts within timescales specified by SLAs
• Effectively investigate and rectify faults reported by KMDS and channel partner end users
• Perform routine maintenance and modifications/updates as required
• Provide support during installations
• Understand and be fully conversant with SLAs relating to assigned KMDS accounts
• Understand solutions in use and be able to carry out basic fault finding
• Back up colleagues when necessary – e.g., holiday, sickness, busy periods
• Log call details using the call logging system within agreed timescales
• Report reoccurring faults to enable proactive management of such faults
• Share expertise and technical information with team members
• Build relationships with key stakeholders within KMDS accounts at all times
• Ensure boot stock and/or site stock is maintained at specified levels
• Attend product courses as requested to ensure knowledge base sufficient for job role

• Previous experience of working in a field technical support environment preferably within the MFP/copier/print arena

• City & Guilds or similar qualification

• Ability to think through problems in a logical manner to enable speedy and accurate resolution of issues

• Excellent communication and interpersonal skills to ensure first class customer service

• Meet and Exceed Monthly Targets
• Strong commitment to and the achievement of business goals e.g., Win rates, revenue and profitability targets.
• Acquisition of nett new customers and growth of the pipeline.
• Accuracy of the forecast and successful usage of the CRM system (SFDC).
• Awareness of how the role impacts on company performance.
• Considering the needs of all stakeholders, pre-empting potential situations and taking action to avert them. Proactively seeking to improve the service provided to colleagues and/or customers.
• Ensure relevant and timely communication with all stakeholders who might be impacted by actions or inactions. Recommending solutions and/or alternative propositions when things go wrong.
• Committed to achieving business goals- always going the extra mile in order to exceed expectations.
• Being courageous- proactively trying something different and speaking up to put forward new ideas.
• Understanding of how the Kyocera Group operate and adhering to all company policies, procedures and business ethics, ensuring that they are communicated and implemented within the team.
  
  

The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that all employees should show commitment to these values by carrying out their work fairly and honourably, respecting people, the business environment, and both the local and global community.

The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community.

To apply, please click the ‘Apply here’ button below. Your application should include the job title in which you are applying in the subject matter and have a copy of your CV attached.