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Location: Burnaby, British Columbia, CA, V5G 4P5

Role Overview
The Product Specialist is responsible for supporting customer escalations from regional service teams and acting as the escalation focal point for customer and internal service escalations into Product Development and Product Management. Through their domain knowledge and technical product knowledge evaluates and tests customer problems and either provides solutions or escalates through the Problem Report process to Product Development. The Product Specialist works closely with Product Support Management to identify problem trends, perform root cause analysis, and provides input for prioritizing fixes for future releases. In addition, the Product Specialist collaborates and provides user domain knowledge in support of Product Management, Product Marketing, Sales, and Product Development, including R&D; and QA. The Product Specialist participates in the product service commercialization process, including helping prepare the regional service organizations to support upcoming product releases.

Education and Work Experience:

Undergraduate degree in engineering, graphic arts, or a technical curriculum is preferred

Work experience in graphic arts is recommended

Experience:

At least 5 years graphic arts or printing industry experience in a customer service environment is required

Minimum 3 years of product support experience

Personal Attributes:

A history of personal and professional credibility with peers, leadership and customers





Ability to adapt to a quick-changing environment and work well under pressure

Ability to work within a collaborative team environment

Able to convey customer and Kodak business value related to escalations and feature requests

Able to handle an unpredictable workload (including the willingness and ability to occasionally provide support outside of normal working hours, when required)

Able to work cooperatively and collaboratively within a team setting

Able to simplify complex support issues for various audiences

Excellent interpersonal skills, including teamwork, respect, courtesy, tact and discretion

Strong mentorship skills

Excellent written & verbal communication and technical documentation skills

Exceptional ability to make decisions that result in customer satisfaction

Have an instinct for technologies and techniques, and enjoy trying things out

Proven organizational skills

Self-motivated and action oriented

Stamina to see a difficult problem to its conclusion

Strong problem-solving skills

Strong technical background

Superior interdisciplinary communication and listening skills

Understanding of the printing industry and its processes

Willing and able to travel (up to 10% of the time on average)

Willing to continually learn, through interacting with the team, formal courses or self-directed programs

EOE Policy Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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📌 Product Support Specialist (British Columbia)
🏢 Kodak
📍 British Columbia