Konica Minolta Business Solutions U.S.A., Inc., a global Fortune 1000 company and one of Forbes 2017 America's Best Large Employers, is transforming the way we all do business.

From smart office technology and information management to cloud, mobility and IT services, we have a rich history of creating the products and services necessary to drive innovation and make work possible from anywhere at any time. Our award-winning products and solutions help companies around the world move information faster, improve quality and productivity, enhance security and facilitate the sharing of information. We are proud that our portfolio leads the industry while exceeding environmental standards.

At Konica Minolta, you'll work for an amazing technology company with growth opportunities, great benefits and talented, passionate co-workers.

Position Objective

Konica Minolta currently has an exciting opportunity for a GSD Technical Specialist II!

• Perform basic technical support to resolve customer reported issues


• Assist in mentoring/coaching and general elevation of technical skillset of junior personnel


• Provide technical advice as required on core products, technology and services


• Assists with customer specific engagements and managed deployments

Essential Job Functions

• Follows prescribed process and procedures including systems, schedule adherence and tool utilization


• Communicate clearly and professionally with customers to handle requests efficiently; convey technical information in an easily understood manner to internal and external parties


• Handle inbound requests and escalations including support incidents, service requests, and orders using KMBS systems and following customer specific procedures and policies


• Utilizes listening skills to understand the nature of the customer request and determine best course of action including resolution of technical issues and proper handling of account specific procedures


• Identify urgent situations that require additional actions to satisfy the customers' needs including technical escalation of issue; Utilizes tools, system knowledge and other resources effectively


• Perform troubleshooting on complex/advanced KM technologies to remotely resolve issue or escalate as required


• Follow through on commitments, research as needed using available resources


• Identify and document troubleshooting examples to improve customer issue resolution


• Participates occasionally onroutine quality assurance reviews of peers to help improve the effectiveness of the team; Provides guidance and support to junior team members


• Analyze incident trends using available statistical data to identify support improvement opportunities


• Actively participates in learning opportunities and completes assigned curriculum in a timely manner; applies knowledge to continuously improve the customer experience


• Complete projects and tasks as assigned by management


• NOTE: Domain duties are detailed in specific job posting

Competencies (Knowledge, Skills and Abilities)

• Proficent verbal and written communication skills


• Knowledge of systems and applications used to support a call center environment


• Aptitude to learn KM Product specific knowledge


• CompTIA A+, N+, Microsoft network and windows certifications preferred


• Good customer service and interpersonal skills


• Ability to problem solve and perform advanced troubleshooting with minimal assistance


• Computer skills - Microsoft Office, Word, Excel, PowerPoint


• Positive attitude and collaborates well with team members


• Detail Oriented


• Ability to multi-task work in a fast paced environment


• Could be subject to additional screening (background checks, credit check, drug testing, etc.) to satisfy customer security requirements for access to their network, systems, locations


• Occasional travel as requested


• NOTE: Domain skills are detailed in specific job posting

Experience, Educational Reqts and Certifications

• High school or equivalent


• Konica Minolta Outward Professional Level achievement


• Minimum 2-3 years' experience as help desk / service technician

Konica Minolta Offers:

• Outstanding benefits package (including medical, dental, vision, life insurance)


• 401(k) plan with matching company contribution


• Generous holiday and paid time off schedules


• Ongoing professional development training


• Visible, exciting work supporting sales of cutting edge technology and workflow solutions.

Join Konica Minolta and help drive innovation as we transform the Workplace of the Future.

Konica Minolta is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.