Customer Support Specialist

Description:

The Plotter Support Specialist is responsible for providing technical assistance, maintenance, and troubleshooting for large-format printers and plotters across the organization. This role ensures plotters are fully operational, connected to the network, and configured correctly for end users. Responsibilities include diagnosing hardware and software issues, monitoring device performance, coordinating repairs with vendors, managing supplies, and supporting installations or upgrades. The specialist also provides user training, maintains documentation, and works closely with IT and facilities teams to minimize downtime and ensure reliable printing services for engineering, design, and production teams.

Responsibilities:

Provide technical and customer service support for plotting workflows across Design disciplines

Maintain the daily operations and health of multiple Epson and HP potters

Perform regular plotter maintenance

Ability to stand for long periods

Ability to lift up to 50 lbs.

Ability to walk across multiple buildings throughout the day

Responsible for the daily monitoring of plotter service and supplies, responding to customer issues and needs

Utilizes remote support resources to resolve service issues and minimize dispatch.

Escalates issues to onsite technician or internal GMIT to support as needed

Performs basic installations, sets up IP addresses, downloads printer drivers and provides customer training on supported devices.

Replenishes and replaces consumables and supplies for devices at assigned locations as needed

Responsible for the plotter asset inventories.

Demonstrates technical expertise and good customer relation skills.

Proactively communicates to the customer the status of problem resolution.

Provides regular updates to plotter vendors as needed

May travel between customer's buildings and locations within Warren Design buildings

Manages device inventory and spares by assuring all records and required mapping is up to date.

Complete all required administrative tasks in an accurate and timely manner.

Qualifications:

Strong eye for detail, organization, and project management

Self-motivated and ability to work under tight deadlines with minimal supervision

Exceptionally helpful, going above and beyond to meet expectations

Dependable, flexible, and adaptable when priorities and deadlines change

Positive attitude and team-oriented work style

Education:

Associate's degree or equivalent experience in a related field.

Experience:

5+ years of experience in customer service, print services, academic technology, or IT support.

Strong technical troubleshooting skills.

Excellent communication and customer service skills.