About this role
Responsible for effectively and efficiently servicing office machines, maintaining good customer relations, and proper and timely completion of documentation.
Primary Job Duties/Responsibilities
REPAIR/SUPPORT:
- Effectively troubleshoot customers concerns on-site or in shop for electronic, mechanical, software, or copy quality problems and make appropriate repairs.
- Diagnose machine network connectivity problems and provide appropriate support or consultation.
- Maintain proper response time.
- Manage assigned territory to properly service customers' needs in a time efficient manner.
- Identify and train key operators at all digital/analog machine installations. Report key operator information to dispatch.
CUSTOMER RELATIONS:
- Listen to and resolve customer concerns in a timely manner.
- Immediately report any customer concerns that have not been resolved to the customer's satisfaction to the Service Manager.
DOCUMENTATION:
- Prepare accurate and complete work orders and secure customer's signature on billable calls.
- Submit work orders after the completion of every service call. Accurately record both total and print meter readings on each and every connected machine.
WORK AREA/TOOL KITS/VEHICLES:
- Maintain work area and tools in a neat, clean, and orderly manner.
- Maintain proper inventory of tools in tool kit and support materials.
- Keep vehicles neat and clean.
- Maintain proper parts and supply inventory in vehicles at all times.
SALES:
- Actively promote sales of maintenance agreements, machine supplies, and digital connected machines.
- Obtain and submit leads for new machine sales.
- Actively market services provided (i.e. printer repair opportunities).
TRAINING:
- Attend training seminars as required.
- Attend service meetings to keep updated on latest service bulletins and latest service procedures.
OTHER DUTIES AS MAY BE ASSIGNED
Qualifications
- High School Education
- Technical Degree in Electronics/Computers/Basic Networking Preferred
- A+ Certification Desired
Other
- Good Verbal and Written Communication Skills
- Excellent Customer Relation Skills
- Accuracy Skills
- Ability to Lift 60 Pounds as Needed During the Day
- Ability to Lift Heavier Objects with Cart and/or Assistance
- 75% - 100% of Time in Traveling/Servicing Office Machines
- Current Driver's License and Good Driving Record