🎯 Core Purpose of the Role
In this role, you'll be the technical backbone of a global scanner portfolio. Tackle advanced troubleshooting across hardware, software, and networks, step in when complex issues need resolution, and play a key part in improving product performance and lifecycle costs. This is a hands-on role that blends problem-solving with big-picture impact.
🔑 Key Responsibilities
Technical Support
- Troubleshoot scanner hardware, network, and driver issues during pre-sales trials and for worldwide Level 2 service teams.
- Reproduce customer problems (sometimes with customer IT teams directly) and provide fixes.
- Escalate to dev/pro services when needed via JIRA.
Software/Driver Support
- Handle Smart Touch, Scanner Manager, Twain/ISIS drivers, etc.
- Knowledge of both Windows and Linux environments (basic Linux driver install, scan commands).
Product & Cost Analysis
- Monitor service data (field performance, call centers, repair depots).
- Lead discussions with regional/global teams to improve reliability, reduce costs, and drive profitability.
Collaboration with Development
- Feed insights from the field into Product Requirement Documents (PRDs) for new scanners.
- Work with commercialization/development teams to anticipate issues before product launch.
- Support beta and launch phases.
Knowledge Sharing & Training
- Create internal knowledge articles (for L2/L3) and self-help content for customers.
- Develop training programs (written + video) for field engineers and service partners.
Other
- Participate in all phases of commercialization (service reviews before milestones).
- Occasional travel (12x per year, domestic or international).
- Establish service support requirements and coordinate between business units worldwide.
🧰 Required Qualifications & Skills
Education: Bachelors in IT Networking, CS, or related.
Technical:
- Strong Windows + networking (LAN/WAN, security, topology, diagnostics).
- Ability to troubleshoot/reproduce scenarios.
- Basic Linux knowledge.
- Understanding of hardware/software/firmware interactions.
- Familiar with scanner/digital imaging hardware.
Soft Skills:
- Strong communicator (tech to non-tech).
- Time management + prioritization.
- Team player who can also work independently or lead when needed.
- Analytical thinker with some statistical analysis chops.
💡 What Makes This Role Unique
- Its a hybrid of tech support, product engineering, and cost analysis not just fixing scanners, but also feeding field learnings back into product design and financial decisions.
- Youre the bridge between customers, service teams, and development on a global scale.
- Its not purely a desk job youre influencing profitability and product roadmaps while still being hands-on with troubleshooting.