OmniPrint International is seeking a Tier 3 Technical Support Associate to join our growing team! As a Tier 3 Technical Support Associate, you will repair equipment, take printers/products apart, and interact with customers over the phone. Successful applicants are responsible, self-motivated and confident, and willing to take initiative to improve current practices. We are looking for someone who will take pride in the development process and in OmniPrint International!

Job Responsibilities

• Support customers with hardware and software issues related to operating DTG printers.
• Troubleshoot, diagnose, and resolve escalated technical issues in a timely manner.
• Process part RMAs to the administrative team.
• Follow up with customers as required to resolve issues, documenting all communication and issues with detailed notes.
• Perform hands-on repairs and maintenance of direct-to-garment (DTG) equipment.
• Install, configure, and administer DTG printer/Windows PC hardware and software applications.
• Effectively communicate technical concepts to non-technical customers and personnel.
• Aid the department in innovating and improving procedures.
• Monitor social media venues to answer questions and maintain a positive community environment.
• Train customers on the proper use of DTG printers.
• Make suggestions for improving information, operations, and procedures.
• Travel to perform on-site service and training (post-COVID-10 restrictions).
• Perform other related duties as assigned by management.

Qualifications and Requirements

• Minimum 1 year of experience in DTG printing.
• Minimum 2 years of experience in Inkjet repairs.
• Minimum 3 years of hands-on experience in electronics and mechanical hardware repairs.
• Minimum 5 years of customer support and remote technical troubleshooting.
• Understanding of electronic theory fundamentals (Ohm’s law).
• Expertise using multimeters to safely measure AC & DC voltage and continuity.
• Experience handling FFC and other forms of electronic wiring and connectors.
• Thorough understanding of printer operation and communication fundamentals.
• Excellent verbal and written communication skills, including the ability to document technical procedures clearly and concisely with correct spelling and grammar.
• Ability to explain complex concepts and processes to inexperienced customers in layman’s terms.
• Positive attitude and ability to work effectively & productively with limited supervision.
• 35+ wps typing speed for efficient note-taking and documentation.
• Familiarity with Zendesk or similar case tracking systems.
• Strong familiarity with MS Windows-based PCs; A+ Certification is a plus.
• Familiarity with graphic design & editing software (Adobe Photoshop, Illustrator, Corel Draw, etc.).
• Good judgment and the ability to make timely, sound decisions based on policies & procedures.
• Strong organizational, problem-solving, and analytical skills.
• Must have a valid driver’s license and reliable vehicle.

Physical Demands and Work Environment

• Ability to travel
• This position requires good vision (corrective lenses ok), including full-color vision due to the need for on-the-spot print quality evaluation
• Required travel: 25% (Required post-COVID-19)
• Ability to lift 100 lbs. with assistance.

Commitment to Diversity

OmniPrint International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers @omniprintonline.com. Already an OmniPrint International Inc. candidate? Please connect directly with your recruiter to discuss this opportunity.  

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be constructed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour