Customer Technical Support (CTS) Manager

Job Description

We're hiring a Customer Technical Support (CTS) Manager. The ideal candidate will possess in-depth knowledge of copier equipment, strong presentation and communication skills, and the ability to deliver engaging training sessions and adapt content for diverse audiences. If this sounds like the right fit for you, please apply below.

Purpose

The primary function of this position is working with customers in a proactive and reactive situation. Proactively interact with customers either on site or via technology, to find ways to grow the partnership. Reactively interact with customers to address customer concerns in the most efficient manner possible.

Key Responsibilities

• Support proactive customer calls/visits
• Assist sales on customer calls/visits
• Katun Product Qualification Training
• Quarterly product quality review (customers warranty return %)
• Conduct technical product training for new employees and customers on toner, photoconductors and parts.
• Review key product introductions with select customers.
• Develop and present technical information during trade shows.
• Conduct new product seminar for sales.
• Manage the Katun Technical Alliance Program (KTAP).
• Support field service manager bonus program.
• Lead quality overview with sales during Monthly New Product Launch meeting to discuss quality issues that directly impact the North American Sales team.
• Represent the department during customer visits/tours to ensure that corporate and departmental goals are met.
• Direct investigations of customer complaints regarding quality, tolerances, specifications, and delivered condition of products.
• Assist in the development of sales strategies and sell through on products that have experienced quality issue(s).
• Stay current with machine and software technologies.
• Act as Subject Matter Expert (SME) to solve product issues.
• Coach sales representatives to effectively dialogue with customers on quality issues and to reintroduce products coming from the Problem Resolution Process.
• Develop and maintain effective relationships with customers to improve the customers confidence in Katun products.
• Actively participate in continuous improvement, quality initiatives and professional development.
• Partner with Quality on notable product issues and warranty return data.
• Solution Scoping, including:
  • Engage with customers to identify, clarify, and document solution requirements.
  • Recommend optimal solution configurations based on discovery findings, including any necessary professional services to ensure proper implementation.
  • Prepare and deliver solution quotes aligned with the configuration and needs uncovered during the discovery process.
• Professional Services Solution Delivery, including:
  • Coordinate with Katun partners and their customers to schedule and deliver professional services, including the installation and configuration of purchased software solutions.
  • Tailor solution configurations to meet customer requirements identified during the discovery process.
  • Provide administrator-level training to ensure successful adoption and ongoing management of the implemented solution.

Requirements & Qualifications

• Proven ability to enhance service delivery and build strong client relationships.
• In-depth knowledge of copier equipment, complemented by hands-on experience in servicing, troubleshooting, and maintenance.
• Demonstrated ability to create effective training curricula, materials, and certification programs, with a focus on inclusivity and adaptability.
• Strong presentation and communication skills, with the ability to deliver engaging training sessions and adapt content for diverse audiences.
• Experience with pre-sales solution engagements, providing relevant solution recommendations based on identified customer needs.
• Experience delivering professional services and supporting a wide range of print-industry solutions, including output management and capture technologies.
• Passion for continuous learning and staying abreast of industry trends.
• Meticulous attention to detail and excellent organizational skills.
• Cultural sensitivity and adaptability in delivering training content.

Work Environment and Physical Requirements*

• Ability to sit or stand for extended periods of time and perform repetitive tasks.
• Vision abilities required to validate and enter data on computer.
• This position requires up to 20-25% travel.
• May occasionally lift and/or move up to 10 lbs.
• Hybrid work schedule required for local employees (in-office Tuesday through Thursday), with the option for a fully-remote role for those outside the local area.

Working Conditions

*This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions. Katun Corporation is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or any protected status as defined by law.

This job description is a general representation of the duties and responsibilities commonly found within this job category and should not be construed as a comprehensive list of all the responsibilities, duties, and qualifications required of individuals in this role. Job descriptions are not intended as and do not create employment contracts.

Job Details

• Job Type: Full-time
• Pay: This is an exempt role with base compensation ranging from $90-95k per year.
• Expected hours: Approximately 8AM-5PM
• Schedule: Monday-Friday
• Hours of Operation: (optional)
• Ability to Commute: Preferably based in Minneapolis, MN, but open to considering well-qualified remote candidates.
• Work Location: Minneapolis, MN

Benefits

• 401(k) and 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Short-term disability
• Long-term disability
• Employee assistance program
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Supplemental insurance offerings