Product Support Specialist - Burnaby, Canada - Kodak

Kodak

Verified Company

Burnaby, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Mission:

Drive expertise and knowledge development across all internal service teams and enhance the effectiveness and
- knowledge of our customers using Kodak Products

Position Summary:

The Product Support Specialist (PSS) plays a key role in product understanding, service development, and
- knowledge delivery of an assigned product. This role will maintain an expert level knowledge of an assigned
- product and/or area of specific needed to ensure that all service activities are understood and maintained across
- this product. This role will develop key documentation, Key Performance Indicators (KPI), Standard Operating

Procedures (SOP), and training curriculums as well as perform training classes, On the Job training, and escalation

- support as needed to our service teams globally

Key Areas of Responsibility:

- assigned product. This role will focus on knowledge development and delivery to ensure optimal service and
- product efficiencies are met for our customers while also serving as an educator and escalation support contact
- when needed to continually train and support our team's development and continuous improvement. Role will
- encompass, but not be limited to the following:

Tasks:

Develop, deliver, and maintain key product information, SOPs, training curriculums, KPIs and product specific information that maintains our service preparedness and delivery at the highest level.
Deliver training for assigned product and/or specific areas of focus that ensures clear understanding absorption and execution of the knowledge across all service teams globally.
Monitor assigned product KPIs and Service system data to identify areas of concern in service delivery and develop corrective action plans, product development requests and/or additional/modification to training requirements.

Key Engagements:

Develops standard operating procedure (SOP) requirements and specific criteria for each product's

- service engagements and preventative maintenance to ensure continuity in service delivery.

Collaboratively work with other Product Support Specialists and Technical Application Specialists to

- ensure engagement

Positive attitude and work ethic that leads by example.
Strong willingness to learn, support a team and work quickly and efficiently.
Ability to maintain a calm demeanor when engaging customers that may be in a high pressure or stressful service situation.
Ability to take ownership, analyze and troubleshoot a situation and deliver solutions quickly.
Proven ability to follow standard operating procedures and processes and adhere to them consistently and effectively.
Expert level competencies with assigned products or specialty, though remains open to new ways of thought and engagement as opportunity arises.
Energetic personality with the drive for continuous improvement in a broad and diverse global team.
Able to communicate effectively/succinctly in written and verbal means both internally and externally.
Ability to train large and diverse groups with different backgrounds and skill levels.
Flexible and able to obtain results with limited resources.
Ability to lead change, coach, and mentor remote and field resources in a respectful manner.
Effective in driving change, standardization, and team enthusiasm.
Ability to resolve conflict quickly and equitably with customers and internal service teams.
Ability to work collaboratively across global service functions and engagements.
Proven ability to solve problems and work within our system/process to deal with customer issues that deviate from the norm.
Energetic personality with drive for continuous improvement for customers, themselves, and the broader team.
Ability to thrive in a fast paced, collaborative and teambased environment.
Ability to respect and maintain all provided Kodak equipment in good working order.
Ability to maintain the highest level of safety in all workrelated engagements.
Ability to manage expenses, travel, and service system data requirements in an ethical and expeditious manner.

Desired Requirements:

BS degree or equivalent professional experience required.
Potential for 30% regional and global travel to support customer engagements, escalations, and commercialization testing.
13 plus years of experience in Field support, product support and/or product development roles.
Expert knowledge of assigned product and service engagements.
Strong technical skills and knowledge and has exhibited ability to provide leadership in teambased roles.

Position Number