Technical Application Specialist

Responsibilities

The Applications Support Specialist is responsible for the successful implementation of Kodak Workflow software solutions for our customers.  Works with client to ensure the system is operational to the level of expectation and carries out initial system setup, in-depth training, rehosting, and basic automation/connectivity as outlined in the sales process. Implementations are accomplished through a combination of remote and on-premise engagements with customers, as appropriate.  

Responsibilities:
•    Implement Kodak Workflow software solutions to deliver customer success (as defined by the sales agreement).
•    Deliver implementations on time to meet customer and Kodak revenue recognition needs
•    Set-up and configuration of new installations or workflow upgrades following best practices detailed in Statement of Work (SOW), Standard Operation Procedure (SOP), Start-Up Assistance (SUA) and pre-sales configuration documentation
•    Project management of implementation and execution via most effective combination of remote and on-site engagements with self-managed scheduling of implementations; delivering customer success cost-effectively. 
•    Primary point of contact for customers during the implementation phase 
     o    Engage with operators, managers, and senior leadership to adapt standard implementation project plans to their needs, provide regular status updates, and verify completion and satisfaction with stakeholders
     o    Coordinate Kodak support, Professional Services, or customer operations resources, as necessary, to complete the implementation
     o    Assess success of the customer vs target expectations and develop plans to close gaps (may require engagement of sales team)
•    Participate in and or lead post-mortem sessions to facilitate continuous improvement
•    Develops and maintains detailed technical knowledge of the specifications and operation of Kodak Workflow software products – including software packages, hardware servers, virtualized environments
•    Provide on-site diagnostic and occasional telephone technical support for the various software and systems components of Kodak's customers to resolve customer reported issues in a timely manner.
•    Adaptable to deliver and install additional Kodak products and work on special projects as needed
•    Maintain a working knowledge of industry standard software, hardware systems and relevant diagnostics.
•    Travel- Currently travel required is up to 70%-100% 

EDUCATION:
•    Post-Secondary School Technical Diploma or Undergraduate education.

EXPERIENCE:
•    3-6 years of related industry experience in either printing or implementation of business solutions
•    Customer-oriented experience related to software support in the Graphic Arts/printing environment, or related technical field.

Required Skills and Attributes:

•    Understanding of the printing industry and its processes
•    Comfortable presenting and leading customers through implementation and configuring software in a production environment
•    Ability to adapt to a fast-changing environment and work well under pressure
•    Enthusiasm for learning new technology, skills, and available solutions for customers
•    Ability to adapt existing solutions and find custom solutions to address specific customer needs
•    Exceptional customer service skills and excellent verbal and written communications
     o    Excellent interpersonal skills including courtesy, tact, and discretion.
     o    Experience managing relationships with customers
•    Demonstrated strong communication skills working with end customers to develop solutions to complex technical issues
•    Demonstrated strong project management skills and the ability to see projects from inception to completion
•    Advanced ability to analyze and solve problems with good troubleshooting methodology, ability to identify root causes and find workarounds.
•    Demonstrated ability to diagnose and solve software application and computer system problems.
•    Well-developed planning, organizational and administrative skills
•    Solid understanding of cloud computing and networking concepts, such as VPNs, Gateways, internal and external IP addressing, SMB shares, etc.
•    Ability to develop and document policies and procedures related to product deployment and support in virtualized environments 
•    Familiarity with Virtual Machine environments, such as VMware, and Hyper-V
     o    Previous experience with Microsoft Azure is a bonus 
•    Familiarity with supporting products running within Virtual Machine environments
•    Ability to thrive in a collaborative, multi-team, cross-functional environment
•    Ability to manage multiple, ongoing customer engagements in parallel

Additional Skills and Attributes:

•    Experience supporting Windows Server Operating Systems
•    Solid understanding of the Kodak Workflow software solutions product portfolio, including Prinergy, InSite Prepress Portal, etc.
•    Knowledge of electronic prepress and printing environment