Customer Support Specialist, Plotting Service (Warren, MI)

A partner of The Mom Project in the automotive industry is seeking a contract Customer Support Specialist to help support their business needs.

The 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 plotters
• Perform regular plotter maintenance
• 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 the on-site technician or internal IT 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 relations skills.
• Proactively communicates to the customer the status of problem resolution.
• Provides regular updates to the plotter vendor as needed
• May travel between customers' buildings and locations within Warren Design buildings
• Manages device inventory and spares by assuring all records and required mapping are up-to-date.
• Completes all required administrative tasks in an accurate and timely manner.

Skills and Qualifications:

• Associate's degree or equivalent experience in a related field.
• 5+ years of experience in customer service, print services, academic technology, or IT support.
• Strong technical troubleshooting skills.
• Excellent communication and customer service skills.
• Ability to stand for long periods
• Ability to lift up to 50 lbs.
• Optimistic, proactive, and a people person.
• Strong eye for detail, organization, and project management
• Self-motivated and able 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
• Field experience

Hours and Location:

• Monday - Friday, 40 hours/week.
• This role is on-site in Warren, MI

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.