Roland Care Engineer

Roland DGA is searching for a motivated tech expert who is a innovative problem solver, with a strong focus on customer service to fill the role of a Roland Care Engineer. As a Roland Care Engineer, you'll combine your ability to solve high-level technical issues with the desire to support our customers. This role will be critical in diagnosing and resolving device issues while keeping customers informed and reassured. Ideal candidates will have field service support experience with Roland, DGSHAPE, or similar industry products. Excellent written and verbal communications are required, and bi-lingual is a plus. Travel time up to 60% may be required.

POSITION PURPOSE
Reporting to the Roland Care Manager (RCM), the Roland Care Engineer will focus on the customer experience and satisfaction by working close with the servicing engineers to make the repair experience a positive event. They will maintain ownership of escalated cases, working with the servicing engineers and users directly to expedite solutions for issues our customers are experiencing. The Roland Care Engineer will also be responsible for assisting with the creation and posting of Service information including service webinars through the Training Administrator/Web Site Developer to be posted on both internal and public locations. The Roland Care Engineer will be responsible for tracking, reporting, and developing new processes to improve the levels of service and customer support through our Dealer and Roland Care Onsite Service providers.

The position will also act as an escalation point for issues from the Roland Care Support Group and Regional Sales Manager (RSM), working with all teams at Roland to develop solutions and/or communicate issues to Roland DG. 

The Roland Care Engineer will also be responsible for all aspects of Support investigation and documentation of field service visits to assist in the creation of knowledge material that can be posted by the Training Administrator/Web Site Developer team. A key function of the position will be the shadowing and training of Dealer Service Engineers and Roland Care Onsite Service Engineers, teaching the way Roland expects Service to be performed. 
  
This position may require travel to investigate and/or assist in developing solutions for issues with the possibility of local or remote travel including international up to 60% per month. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES
• Tier 3 support case management on all Roland products. This will include direct support via phone, email and scheduled onsite visits. Able to work in a call center setting with call routing and queues.
• Communication with the sales team to inform and develop solutions for our customers.
• Scheduled onsite shadowing of Dealer Engineers and Roland Care Onsite Service Engineers to provide guidance and training in the field. 
• Identifies training needs by evaluating strengths and weaknesses of a region, Dealer Engineer, or Roland Care Service Engineer. Provides these insights to the Training Administrator/ Web Developer.
• Ability to present, as a trainer, in a classroom setting and/or online. 
• Communicates relevant Service information and recommendations to internal resources.
• Collaborates with Product Management, Sales, Customer Service, and customers during case escalations to ensure that proper communication is logged into the system.
• Attends dealer and corporate events to represent Roland DGA and assist Marketing and Sales teams.
• Acts as a Subject Matter Expert for an assigned product line, region, or business priority.
• Assists with incoming communication from key dealers and Roland Care Onsite Services to ensure cases are actively managed. 
• Creates onboarding procedures and implements training for new and current dealers, and Roland Care Onsite Service Engineers, ensuring adherence to Service Policies.
• Reports monthly on Service visits performed with Dealer Engineers and Roland Care Onsite Service Engineers and provides recommendations to Management for methods of improving. 
• Ability to travel up to 60%
• Performs other duties as assigned.

PERFORMANCE MEASUREMENTS
• Customer Satisfaction - Develops methods for improvement to reduce customer complaints and increase customer satisfaction scores.
• Standard support center call metrics from phone system.
• Escalated support case aging - Reducing the length of time the customer is delivered a solution.
• Reduced repair costs - Through mentoring and training field service best practices, contribute to an effort to reduce our field repair costs while maintaining customer satisfaction.
• First time fix rate – work collaboratively to implement changes to our field services to help increase our first-time fix rate. 
• Solutions creation – quality of reported new solutions documented in SalesForce.com case closures. 

QUALIFICATIONS
Education/Certification: B.A. or B.S. degree or a related area preferred.
Advanced degrees, industrial or specialized marketing training a plus

Required Knowledge: Electromechanical knowledge required.
Ability to troubleshoot in a logical manner.
Extensive knowledge of Roland device repair and troubleshooting 
Demonstrated knowledge of product training and instruction.
Analytical and investigative skills for product issue diagnosis.
Familiarity with Roland software packages and understanding of Roland.
Internal systems, such as Salesforce (SFDC), SharePoint, IMAGINET, Roland DG
Academy online, is a plus.

Experience Required: Experience with Roland Products and software packages. 
Technical working experience with design software and applications
Outstanding customer service skills
Fluent in Microsoft Office applications
Fluent in Salesforce 

Skills/Abilities: Outstanding PC skills, including a strong understanding of TCP/IP networking and troubleshooting.
Strong presentation and training skills.
Strong service training and development skills.
Self-motivated and goal-oriented with outstanding responsiveness,
communication, and interpersonal skills
Excellent troubleshooting and cognitive reasoning skills.
Ability to manage and prioritize multiple projects and tasks simultaneously to
On time completion.
Excellent verbal and written communication.
Works well independently and is self-motivated.
Familiarity with existing market vendors, manufacturers, consultants,
Competitors is a plus.
High energy & commitment.
Applicant should have the ability and desire to succeed in an entrepreneurial
  environment and with a fast paced/growing company. A desire to grow one’s
  Own skills, knowledge, and position through dedication and experience.
Proactive problem solving.
Must have a valid driver’s license.

SALARY RANGE:

$75,000 - $85,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, and/or quickly

Average Hearing: Able to hear average or normal conversations and receive ordinary information

Repetitive Motions: Movements frequently and regularly required using the wrists, hands, and/or
  fingers

Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare and/or inspect documents
  and products or operate machinery.

Physical Strength: This is a field-based position, with travel activity. Must be able to lift 80lbs.

WORKING CONDITIONS

None: No hazardous or significantly unpleasant conditions.  (Such as in a typical
office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to apply logical or scientific thinking to define problems, collect data,
  establish facts and draw conclusions.
Able to interpret a variety of technical instructions and deal with multiple variables.

Mathematics Ability: Ability to compute discount, interest, profit and loss, commission markup and
  selling price, ratio and proportion, and percentage.
Able to perform very simple algebra.

Language Ability: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and
  Encyclopedias.
Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction,
  and style.
Ability to conduct training, communicate