Senior Service Technician

Responsibilities

• Assist fellow technicians in resolving difficult service issues.
• Provide a minimum of Level 1 connectivity support (for contract devices) to customer or customers designated network support department.
• Travel to customers’ locations to complete service calls according to company policies.
• Accurately diagnose, repair and maintain equipment in optimum operating condition at customers’ locations.
• Manage and maintain a highly accurate car stock parts inventory.
• Provide on-going key-operator training to enhance user productivity, increase machine uptime and reduce service tickets.
• Project a positive company image through proper attire, personal grooming, exceptional communication skills, and excellent customer service.
• Report poor machine performance at first suspicion to manager.
• Keep current with new technology through off-site manufacturer's classes and online training.
• Collaborate with customer service team to receive, prioritize, and accurately close service calls.
• Maintain current KPI requirements for position.
• Perform other duties as assigned.

Qualifications

• Minimum 5 years mechanical and electrical support experience, within office product industry.
• Network connectivity skills to conduct single unit installations without assistance and the ability to interface with customers IT contacts.
• Must also be able to provide network connectivity assistance to teammates and customers including remote assistance.
• Formal training of at least 10 current models (any manufacturer).
• Minimum training 2 current KDA or other manufacturer’s on-line apps or “connectivity” courses.
• Must be able to install/re-install/diagnose a network MFP (includes scanning).
• Maintain 80% annual first call fix rate.
• Valid driver's license with an excellent driving record.
• Able to read and follow technical schematics and service manuals.
• Able to troubleshoot electrical and mechanical failures.
• Excellent communication skills.
• Able to work independently, under pressure at customer locations and to accept direction on given assignments.
• Physical requirements: ability to bend, lift 50 pounds.
• Strong customer service skills.

Benefits

The company offers a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.