Job Description
Job Description
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. May be viewed as a specialist on certain products. May also take on Team Lead/Coordinator responsibilities. Note: Requires one (1) Industry Certification.
Job Duties and Responsibilities Technical Service
- Services and repairs a core set of highly complex office products
- Performs diagnostics, installations, removals, and retrofits
- Troubleshoots and repairs/replaces components on B&W, color, and multifunctional devices
- Demonstrates required digital competencies
- Completes assigned technical training
- Works independently with minimal supervision
- Achieves expected productivity levels
- Technical Leadership
- Provides 2nd level technical support to other technicians
- Conducts OJT and technical seminars for new/experienced technicians
- Serves as a professional role model and team influence
- Proactively seeks process improvements
- Territory Management
- Manages service territory, inventory, and customer accounts
- Supports sales partners with leads and upgrade opportunities
- Maintains accurate car stock and adheres to back-up plans
- Completes administrative tasks accurately and on time
- Assumes Field Technology Service Manager duties as needed
- Complies with all company policies
- Customer Support
- Handles complex customer service situations with professionalism
- Communicates unresolved technical issues
- Builds and maintains strong internal and external relationships
- Ensures high customer satisfaction through effective service delivery
- Performs other duties as assigned
Qualifications (Education, Experience, Certifications)
- Completion of technical school and 3+ years of relevant experience
- At least 2 years as a Technology Service Consultant I
- One Industry Certification and two years of “Meets or Exceeds” performance
- Valid driver's license and appropriate auto insurance coverage
Knowledge, Skills & Abilities
- Strong knowledge of electro-mechanical devices and electronics
- Expert in assigned equipment
- Methodical problem-solving approach
- Excellent interpersonal and verbal communication skills
- Ability to comprehend technical manuals and publications
- High-level customer service and follow-up skills
Working Conditions & Physical Demands
- Office environment with normal lighting, ventilation, and noise levels
- Extensive travel by car or on foot in varying weather conditions
- Exposure to minor hazards (e.g., cuts, burns) and chemical solvents
- May require shift work, overtime, standby, and on-call support
- Frequent contact with dispatch, parts department, management, and customers
- Occasional stress due to volume of service calls or challenging interactions
Physical Requirements:
- Move equipment up to 400 lbs on wheels
- Lift/carry up to 50 lbs; frequent walking, bending, standing, kneeling
- Work on floor-level equipment; frequent use of stairs
- Regular use of hand tools and fine-motor skills for delicate components
Salary Range
$24.00-$25.00