Job Title: Product Specialist
Job Family: Service
Status: Non-Exempt
Reports To: Production Manager
Location: Deerfield, FL

Company Overview:
Milner, Inc. is a vibrant and innovative company committed to providing our clients with the best possible service and support. We believe in investing in our employees, prioritizing diversity and inclusion, and giving back to our communities. If you're looking for a dynamic and exciting career in the business technology solutions industry, we encourage you to consider joining our team.

Job Purpose:
As a Product Specialist, you will serve as the subject matter expert for a specific product or product line within our portfolio of Production Printers (PRO). Your expertise will be essential in providing advanced technical support, conducting in-depth troubleshooting, and assisting both customers and internal teams with product-related inquiries. You will also play a key role in product training, development, and support, ensuring that our clients and service teams have the knowledge and tools they need to succeed.

Core Responsibilities:
Success in this role hinges on your ability to perform each job responsibility satisfactorily. These duties reflect the essential knowledge, skills, and abilities required to undertake all responsibilities. Please note that the frequency of tasks, their percentage of total work time, and work duration might vary based on department, field assignments, and territorial jurisdiction.

Primary Duties and Responsibilities (75%):

• Serve as the primary point of contact and expert for a designated product or product line, providing specialized support and guidance.
• Diagnose and resolve complex technical issues related to the specific product, working closely with field technicians, clients, and vendors as needed.
• Conduct advanced troubleshooting and repair for the designated product, ensuring timely resolution and minimal downtime for customers.
• Collaborate with the Production Manager to develop and implement best practices for the installation, configuration, and maintenance of the product.
• Lead product training sessions for both internal teams and customers, ensuring a thorough understanding of the product's features, functionality, and troubleshooting techniques.
• Work closely with the sales team to provide technical expertise during product demonstrations, client meetings, and pre-sales consultations.
• Assist in the development of product documentation, including user manuals, troubleshooting guides, and service bulletins.
• Stay current with product updates, new features, and industry trends, continuously enhancing your knowledge and expertise.
• Provide feedback to product development teams based on customer experiences and technical challenges, helping to shape future product enhancements.
• Ensure compliance with all company policies, safety guidelines, and local regulations.

Training and Development (15%):

• Continuously update and expand your knowledge of the designated product through training, research, and hands-on experience.
• Develop and deliver comprehensive training programs for field technicians, ensuring they have the skills and knowledge to effectively service the product.

Administrative Duties (10%):

• Maintain detailed records of product-related service activities, including repair logs, customer interactions, and training sessions.
• Assist with the management of inventory specific to the designated product, ensuring that necessary parts and supplies are readily available.
• Provide regular reports to the Production Manager on product performance, common issues, and customer feedback.

Education Requirements:

• High School education or equivalent; advanced technical training or certification in the specific product or related field preferred.

Experience Requirements:

• Extensive experience in servicing and troubleshooting the designated product or similar devices.
• Strong understanding of network connectivity related to print and scan features.
• Excellent problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Effective communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.

Additional skills required:

• Familiarity with the broader product line and related technologies.
• Experience with training and mentoring other technicians.
• General knowledge of Microsoft Suite and e-Automate.

Work Environment:

• Environment: Field-based with frequent travel to customer sites.
• Exposures: Moderate noise, occasional exposure to hazardous materials.
• Travel: Frequent local travel with occasional out-of-town assignments.
• Physical Conditions: Standing, walking, kneeling, stooping, lifting, and carrying equipment.

Special Requirements:

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.
• Must complete required courses for Technicians as specified.
• Valid driver’s license, reliable transportation and appropriate insurance are required.

Budget Responsibility:

Secure and maintain work environment; PC, Phone and other assigned equipment.