Remote Work: No

Overview: At Zebra, we are a community of innovators who come together to create new ways of working to make everyday life better. United by curiosity and care, we develop dynamic solutions that anticipate our customer’s and partner’s needs and solve their challenges.
Being a part of Zebra Nation means being seen, heard, valued, and respected. Drawing from our diverse perspectives, we collaborate to deliver on our purpose. Here you are a part of a team pushing boundaries to redefine the work of tomorrow for organizations, their employees, and those they serve.
You have opportunities to learn and lead at a forward-thinking company, defining your path to a fulfilling career while channeling your skills toward causes that you care about – locally and globally. We’ve only begun reimaging the future – for our people, our customers, and the world.
Let’s create tomorrow together.

Provide post-sales technical support, including issue resolution and Zebra hardware/software system support assistance to customers, resellers, partners, end users and Zebra Associates.

Responsibilities:

Job Description:

Maintains a high degree of technical competence and expertise in the Enterprise Printer product families, Advanced Data Capture (Scanner product) or Enterprise Mobile Computer, RFID in the area of design, functionality, technical specifications and support.Provide timely and accurate post-sales technical assistance/support via phone, email or local in-country onsite support to customers, partners and Zebra Associates on respective SME product lines by using standard support tools and existing guidelines. This includes but is not limited to Enterprise product installation issue but also involved the technical troubleshooting on system integration and customer issue remotely or on-site support troubleshooting. In-country onsite support frequencies is 50%.Provides second level support to the Partners and front-line Level 1 support representatives by fielding questions and providing technical direction on support issues, product compatibility, and customer configurations.Use Call Resolution Management (CRM) software system to maintain accurate online records of logging all support calls received into the Support Center and steps taken towards issue resolution.Facilitates Systemic Problem Reports (SPR) to the Engineering Department maintaining communications with engineering and the customer until resolution.Provides technical training for Level 1 support personnel and ongoing mentoring.Make regular contributions to the knowledgebase systems and call escalation reduction initiatives. Contributes, reviews and approves knowledgebase content for use by internal support staff and external support channels.Collaborate, establishes and maintains good relationships with Sales Engineer, Account Sales Team, Customer Experience Manager, Product Engineering and Product Management Team to promote teamwork in resolving customer issues.Ensures proper software/hardware diagnostics and debug tools/knowledge are available to all technical associates.Provides regular case updates and reporting on support cases as required by Supervisor and Management.Participates in new product trainings, beta programs and cascading down to the team by providing new product information and knowledge sharing to the team.Promote Zebra core Values with a positive image of product support professionalism, technical skills, and company commitment to provide high quality of service.Perform additional duties and responsibilities as assigned by Supervisor/Manager.This position is to support APAC customers (APAC GMT+9 business hour) based in Zebra TokyoAble to work shift as per requirement on the 24x7 Global Supports or Standby support (APAC/EMEA/NALA time-zone).

 

Qualifications:

Preferred Education

Associates Degree or Professional Technical Certification in Information Technology/Computer Science/Networking with more than 5 years of system troubleshooting experience directly related career experience.

Preferred Work Experience (years)

5-8 years of experience

Key Skills and Competencies

Intermediate to advanced level skills in Microsoft business applications including Word, Excel and OutlookCustomer service values / orientationSolid professional work behaviors (attendance, teamwork, time management)Strong Communication skills (listening, providing clear and concise information, using proper language and grammar)Intermediate to advanced skills in delegation and follow upFull knowledge of job related knowledge and proceduresKnowledge in technical support and repair on Enterprise Laser or Thermal printer, mobile computing technologies in Android/IOS/Windows, RFID, Barcode Scanner technologies, wired/wireless troubleshooting, Network Protocol Analysis or MCSE/CCNA/CWNA certified with customer facing Technical Support experience will be added advantage.Knowledge in any of the following 3 areas:Enterprise Printer technologies: Enterprise Thermal and Direct Thermal printer knowledge, Enterprise Printer drivers, configuration or repair knowledge, Printer application software interface programming knowledge (API, SDK programming), Enterprise colour printer or card printer management.Mobile Computing technologies with knowledge in Operating System troubleshooting for Android, IOS, Windows 10, Windows Mobile/Windows CE mobile devices; mobile device configuration via registry keys, DLL’s, API’s; SDK; Bluetooth, WIFI, NFC and GPS technologies. Knowledge in Visual Studio with .NET and C/C++, Java, SQL, Xamarin, Android Development; developing innovative IT solutions would be a plus.Barcode/RFID Scanning technologies including RS-232, Keyboard Wedge, Wand Emulation, Scanner Emulation, USB, Bluetooth and Synapse, scan engine integration knowledge, Barcode symbology, 1D/2D Laser and imaging (digital picture) technology.Good command of communication skills and writing skills in English. Local country native languages support (Japanese/Korean/Chinese) is a must to interact with customers in Japan who might not speak English as a first language.Must have strong diagnostic and problem-solving skills, and be able to interact effectively with customers to troubleshoot problems over the phone, email or face to face on-site issue troubleshooting.More than five years of Support Center/Help Desk experience in a direct customer support role would be a plus.Strong inter-personal skills and is able to work independantly in handling and dealing with critical escalation issue support.Required to have good time management skills, multitasking, discipline, punctuality, ownership, pro-active and sense-of urgency.

Position Specific Information

Travel Requirements: 10%

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