Technical Service Writer

Are you looking to join a dynamic team of professionals providing high-level service and support to our dealers, on-site service providers, and end-users? Roland DGA is looking for a Technical Service Writer to provide technical support to our growing customers under the Roland Care Onsite Service program on the telephone, through online networks and by email. This individual will focus on providing technical support and service coordination for our RCOS program, managing the entire customer experience from monitoring incoming requests, to invoicing the customer at the end of the service event. Ideal candidates will have large format inkjet service experience. Excellent written and verbal communications are required, and bi-lingual is a plus.

JOIN THE ROLAND DGA FAMILY
Roland DGA Corporation is the U.S.-based marketing, distribution and sales arm of Roland DG Corporation of Hamamatsu, Japan, a worldwide leader in the sign, graphic arts, fine art, vehicle graphics, UV, photography, engraving and 3D modeling industries. Founded in 1981 and listed on the Tokyo Stock Exchange, Roland DG is the world’s number one provider of wide-format inkjet printers for the durable graphics market. We are a nine-time winner of the Top Work Place Award in Orange County, offer a creative, team-oriented environment and a competitive compensation package, including continuing education and 401k match.

POSITION PURPOSE
Under the direction of the Roland Care Support Manager, the Roland Care Support Representative – RCOS Service Writer, will provide technical support to our growing customers under the Roland Care Onsite Service (RCOS) program on the telephone, through online networks and by email. This individual will focus on providing technical support and service coordination for our RCOS program, managing the entire customer experience from handling incoming requests, to invoicing the customer at the end of the service event. 

This position requires occasional travel to one of the Roland DGA facilities for to collaborate with team members, attend meeting, address business needs and hands on training. 

ESSENTIAL FUNCTIONS AND BASIC DUTIES
• Interact with customers, listen to their questions and concerns, and provide timely responses.
• Provide troubleshooting, technical support and production operation support (hardware and software) to partners, end-users, and dealers by telephone/online networks/mail.  
• Educate clients about the company’s products, services, and offers.
• Schedule appointments, take orders, monitor service progress, calculate charges, and process payments.
• Record all support calls and emails in the CRM (Salesforce) database correctly and promptly.
• Review customer accounts and report changes to internal staff.
• Manage complaints, returns, and resolve customer grievances.
• Record customer details and transactions.
• Serve as a customer relationship manager.
• Serve as a link between customers and different departments in the organization.
• Other duties as directed by Supervisor and/or Manager.
• Supports a positive work atmosphere by acting and communicating in a manner that promotes positive work relationships with customers, clients, co-workers, and management.

PERFORMANCE MEASUREMENTS
• Standard call center metrics, including customer contact volume (phone and email), average talk time, attendance, and schedule compliance.
• Quality of customer service in all interactions with customers, internal and external.
• Quality of recorded customer interactions including phone calls and emails in the Salesforce system.
• Profitability of billable services provided through the RCOS program.
• Sales of other service products like extended service contracts. 

QUALIFICATIONS

EDUCATION/CERTIFICATION: AA Degree or higher preferred (BS or BA) or equivalent work experience. 

REQUIRED KNOWLEDGE: Good electronic and electro-mechanical troubleshooting methodology; Understanding of dental digital restoration workflows; Basic understanding of dental CAD/CAM milling machine operation and repair; Knowledge of industry software used in the dental industry; understanding of local area network setup in a PC-based IP environment, Macintosh OS 10 and above.

EXPERIENCE REQUIRED: Entry level position. Dental Lab or Clinical digital restoration experience preferred. Troubleshooting experience in a high-tech environment. Knowledge of Microsoft Windows operating system and installation of USB/Ethernet devices is preferred. Knowledge of Apple Macintosh operating systems is a plus.

SKILLS/ABILITIES: Self-motivated and goal-oriented with outstanding communication, organizational and interpersonal skills. Ability to manage multiple projects and tasks simultaneously to completion on deadline. Outstanding customer service skills via phone and written. Fluent in Microsoft Office applications. Fluency in Spanish is a plus. Must be adaptable and available to be on site as needed by management.

SALARY RANGE: 

$50,000 - $60,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, 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 or inspect documents or products or operate machinery.

PHYSICAL STRENGTH: Active work; standing and moving most of the time.  Exerts up to 70 lbs. of force occasionally.  (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions. (Such as in a typical office.) Climate conditions can vary for warehouse work in the Summer and Winter  

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 can 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 at panel discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well-constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.