Position: Field Service Technician
Department: Service
Reports To: Field Service Manager
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: The Woodlands

Description

The Service Technician role is a territory assignment with a high degree of troubleshooting ability and is capable of handling the full array of products serviced by DOCUmation. The individual is responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction with DOCUmation services and products, thereby influencing the sales of our office equipment and print solutions.

Responsibilities

• Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
• Assist with the development of AEs assigned to the Field Service Team through technical assistance and product symptom/solution sharing
• Manage the utilization of assets and resources to achieve targeted financial results and create superior value for DOCUmation and our customers
• Analyze customer needs, recognize business opportunities, and influence sales volume growth
• Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive and professional
• Complete all administrative aspects of the job on time and error-free
• Provide accurate feedback with call close information, parts usage reporting and customer meter readings
• Perform other activities that support DOCUmation and our service organization

Experience & Required Skills

• 5+ years at an Associate or Entry Level Technician position preferred
• Experience working on Ricoh, Konica-Minolta Copiers/Printers preferred
• Technical knowledge/skills
• Analysis (problem identification)
• Attention to Detail
• Customer service orientation
• Business skills
• Communications – verbal and written
• Planning and organizing, (work management)
• Teamwork (cooperation)
• Work standards (concern for quality)
• Follow-up

Education & Certification

• Minimum: High School Diploma or GED; AA Degree or equivalent technical training
• Experience working on Ricoh, Konica-Minolta Copiers/Printers preferred
• A+ / N+ Certification desired
• 1-2 Manufacture Training Classes
• PA Rating / exceeds requirements

Physical Requirements

• Ability to occasionally stand, stoop, bend, and kneel
• Manual dexterity to use hands and fingers to handle, control computer and telephone keyboard
• Visual acuity to read printed and electronic documents
• Ability to regularly speak clearly so listeners can understand
• Ability to understand the speech of others
• Ability to lift 50 pounds and transport equipment parts and boxes

Special Requirements

• Must have a valid Driver’s License and a clean driving record.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.