Product Support Representative (Level 2)

1 month ago
# of Openings


The Product Support Representative is responsible for providing technical and functional telephone support to Dealers, technical staff and customers. Exercises good judgment within defined procedures and practices to determine appropriate action.


  • Responding to customers’ by determining the nature and likely causes of problems, recommending corrective action or guiding the customer through the necessary steps to a resolution. 
  • Evaluate specific machine problems and maintain constant communication with the Digital Product Support Supervisor, including any unresolved technical situations.
  • Perform product testing in the National Digital Product Testing Lab and report findings to the Digital Product Support Supervisor.
  • Provide training for Hotline Staff on new products.
  • Provide accurate answers to Dealer Technical Personnel while maintaining and promoting KDA.
  • Follow up with Dealer Service Manager or Dealer Technician on pending technical problems at Dealership.
  • Provide information to Regional Technical Managers concerning technical problems within their Region.
  • Maintain contact with Regional Technical personnel in order to communicate technical information updates/status.   
  • Create and maintain month end reports summarizing Hotline activity by model. 
  • When asked to do so, the Product Support Representative will also be involved in writing Technical Bulletins.




  • High School or General Education diploma
  • Minimum of 5 years experience working on photocopiers, facsimiles, and multifunctional office products.
  • Minimum of 2 years computer and network experience.
  • Occasionally lift and/or move up to 50 lbs.
  • CompTIA Network+ (and/or) MCSE certification
  • Working knowledge of Microsoft applications, basic diagnostics, and troubleshooting
  • Proficient user of Microsoft Office and knowledge of Adobe Products.
  • Proficient in Apple products and applications.
  • Knowledge of Color Theory as pertains to printing/office products.
  • Excellent analytical and troubleshooting skills.
  • Ability to effectively communicate verbally and in writing.
  • Ability to handle customer concerns with a positive attitude while producing optimal results.
  • Able to work and contribute to a team environment.
  • Company paid relocation is not provided to Fairfield, NJ office. Employee must self relocate.



KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state and local laws regarding nondiscrimination.   Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status.  Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply


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