Field Service Technician

Responsibilities

• On-site installing, maintaining, and repairing of Kodak and multi-vendor systems, including hardware, software, and networking products.
• Maintain all equipment in optimal working order to meet customer uptime expectations.
• Communicate all service engagements, resolutions, training, preventive maintenance, and configurations to customers before leaving each service engagement.
• Manage assigned customers/territories, including immediate engagement, proper customer communication, escalations, follow-up, and identification of potential sales leads.
• Install, optimize, and support HW/SW/Network products and configurations at customer sites.
• Advise customers on preventive maintenance, Equipment Maintenance Agreements (EMA), support services, training, and configurations to improve product performance.
• Track preventive maintenance and upgrade requirements for assigned customers.
• Perform necessary servicing and preventative maintenance of equipment.
• Provide operator training and ongoing support for customers.
• Delight customers by developing strong relationships and striving to exceed customer expectations.
• Drive revenue growth initiatives as assigned by management.
• Build and foster strong relationships with sales partners.
• Educate customers on the latest corporate initiatives and products.
• Inform management of issues affecting personal/product performance, job duties, and SOP while offering suggested improvements and innovation.
• Maintain company assets in accordance with company guidelines.
• Enter all needed information and engagements into the designated service system and/or forms.
• Meet all performance goals.
• Present and maintain a professional image.

Skills, Abilities And Competencies

• Ability to learn, retain, and apply new technologies, complex products, and technical/industrial subjects.
• Working knowledge of PC operating systems and software applications, and a basic understanding of networking fundamentals.
• Demonstrated ability to diagnose, repair, and solve system/equipment issues.
• Advanced analytical and problem-solving skills.
• Knowledge and application of electronics and strong electromechanical skills.
• Ability to make sound business decisions and manage personal business expenses.
• Able to market service and promote new business opportunities.
• Effective use of business tools.
• Readiness to accept and adapt quickly to change.
• Excellent communication and listening skills.
• Exceptional interpersonal skills including patience, courtesy, tact, and discretion.
• Ability to work in a stressful environment while maintaining a calm engagement with customers.
• Ability to work as part of a team.
• High degree of self-motivation.
• Exhibits Kodak Core Values.
• Planning, organizational, and administrative abilities.
• Motivated to continuous self-improvement.
• Ability to effectively manage multiple tasks.

Education And Experience

• A+ Certification or equivalent experience servicing PC hardware and software.
• Associates Degree, or Certification in electrical or mechanical engineering, technical trade school studies, or equivalent experience.
• Three or more years related field service experience.
• Previous experience servicing similar equipment.
• Previous experience managing a territory.
• Previous experience in the Graphic Arts industry would be an asset.
• Knowledge of Electro-photography / Digital Printing.
• Solid understanding of electro-mechanical devices and complex electro-optic and robotic high-tech equipment.