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Job Information
Job title

SAP CRM / SDB - Product Support – (Technical Writer)

Company Robert Half Technology
Wage Not specified
Location United States, New Jersey, Bridgewater
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 8/28/2008
Description

SAP CRM / SDB - Product Support Specialist II – (Technical Writer)


Location: Somerset, NJ
Duration: Full-time/perm


Responsibilities:
• Responsible for the hardware and software technical support of imaging and document products
• Provide Technical Support to ASPs, major accounts, vendors and outside and in-house departments via the Internet / Intranet, quality symptoms/solutions, on-site and on-line training, service updates, email, phone and repairs.
• Handle new product introduction
• Lead Quality team
• Perform accurate and timely quality issue investigations, identification, reporting and resolution.
• Forecasting and bill back data compilation
• Responsible for quality comparisons and ratings to determine our past, present and future product quality status.
• Examine expenses including ASP warranty claims, warranty parts orders, ASP inquiries and Customer Service no-charge orders, to determine new practices and / or procedures
• Improve available self-service data to decrease expenses.
• Provide assistance to Authorized Service Providers, major accounts, vendors, Customer Service and any future technical programs via web-based support, quality symptoms and solutions, training development, email and telephone.
• Manage assigned new product introductions, which includes but is not limited to quality issue tracking and solutions, training development, completion of all product information postings, owner’s manual and website proofing, exchange product matrix and inventory, and provide necessary tools to Customer Service to effectively handle customer inquiries.
• Lead the Initial Quality team for assigned new products.
• Analyze customer calls, inspections of all swaps and returns, quality issue reporting and action plan management, product comparisons
• Complete quality investigations for assigned and other products via analysis of Customer Service call information, tracking of swap and return data, creation and tracking of fault reports
• Determine the need for quality inspections and develop guidelines.
• Daily, weekly and monthly reports, which include 90-day QA inspection, product quality reports, sales vs. returns, return inspection log, warranty claims, warranty orders and swaps with call codes.


Requirements:
• SAP CRM / SDB is required.
• MUST have High School or equivalent education
• Certifications for systems – SAP, CRM/SDB, BW, Kana.
• Completion of an Accredited Technical Writing course.
• MUST have 4 to 5 years experience in technical support for imaging and document products Must have at least 1 year experience with technical writing
• Must have strong knowledge of applications or equivalent applications
• Fax/MFC/Printer
• PaperPort
• Firmware Update Utility concept and utilization
• Strong knowledge of printer/scanner drivers
• Knowledge of networks and firewalls and local installation of software
• Color theory knowledge
• PIP: BPAC, Visual Basic
• HAD: PEDesign
• Knowledge of popular Office Systems (OS)
• Fax/MFC/Printer: future applications
• Must have strong PC knowledge of Word, Excel, Access, PowerPoint, Outlook, Acrobat
• MUST have excellent communication skills



Please send your current resume, contact info and salary info to Todd Jones at Robert Half Technology at todd.jones@rht.com and call Todd Jones at 732 634 9211 x 66236




todd.jones@rht.com



df-tc

Experience/Skills
Advanced SAP CRM, Intermediate SAP BW, Intermediate Acrobat, Basic VB (Visual Basic), Advanced Customer Relationship Manager (CRM), .

Other desired skills:
SAP CRM / SDB - Product Support – (Technical Writer)
This job has expired.