Description

Responsible for effectively and efficiently servicing office machines, and janitorial machines, maintaining good customer relations, and proper and timely completion of documentation.

Must maintain excellent customer service levels and great communication with customers.

REPAIR/SUPPORT:

• Effectively troubleshoot customers concerns on-site or in shop for electronic, mechanical, software, or copy quality problems and make appropriate repairs.
• Effectively and efficiently troubleshoot, repair, and install janitorial equipment at customer’s site and in the shop.
• 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 machine installations.

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.
• Create and maintain excellent customer relationships by listening and communicating with customers.

DOCUMENTATION:

• Prepare accurate and complete work orders and secure customer's signature on billable calls.
• Submit accurate work orders after the completion of every service call.

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.

TRAINING:

• Attend training seminars as required.
• Attend service meetings to keep updated on latest service bulletins and latest service procedures.
• Complete assigned training.

OTHER DUTIES AS MAY BE ASSIGNED

Qualifications

• High School Education
• Technical Degree in Electronics/Computers/Basic Networking Preferred
• A Certification Desired
• Mechanical background desired but will train

• 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