Service Technician

Position Summary
Responsible for laying out, building, testing, troubleshooting, repairing and modifying developmental and production components, parts, equipment and systems.

Responsibilities

• Must maintain a valid driver’s license/proof of insurance; follows all policies/procedures in the service department.
• Performs service calls and installations assigned by Service Manager; assists in sales and customer facing meetings as needed; reports all customer complaints to management for follow up.
• Inspects and tests equipment to locate and repair problems; assists other Service Technicians in trouble shooting network related issues.
• Ensures schedule is maintained and delays are properly communicated; pre-calls customers with an estimated time of arrival; keeps Service Manager updated with projects and issues.
• Recommends changes in installation specifications to simplify assembly and maintenance.
• Adjusts, calibrates, aligns and modifies equipment; records effects on unit performance.
• Demonstrates use of equipment to customers following installation or repair; checks functioning of newly installed equipment to evaluate system performance under actual operating conditions; prepares reports detailing work done in connection with installation or repair.
• Reads technical manuals to learn correct settings for equipment and continues to develop knowledge and skills pertaining to network technical support.
• Discusses layout and assembly procedures and problems to clarify design details and functional criteria of units; assembles complete prototype model.
• Submits all Expense Reports, Charge Tickets or any other pertinent administrative data complete and on time.
• Uses Company’s internal software systems to manage calls, order parts, etc.
• Maintains Machine Reliability, Territory Response Time, Service Recall Rate, and Incomplete Rate at targeted levels or better than targeted levels.
• Inspects vehicles prior to beginning routes to ensure safe operating conditions. Operates equipment in a safe and effective manner to minimize risk of injury, property damage or loss of life.
• Maintains vehicle, tools and inventory in a neat, clean and organized fashion.
• Wears company-issued uniform and maintains a neat, groomed businesslike appearance at all times.
• Communicates with dispatchers concerning delays, unsafe sites, accidents, equipment breakdowns and other maintenance problems.
• Communicates training needs that may increase effectiveness to Service Manager or Service Manager.
• Regular, physical attendance on a predictable basis is essential to the performance of this job.
• Other duties and projects as assigned by Supervisor and/or Management.

Knowledge, Skills and Abilities

• Great customer service skills with a commitment to resolving customer concerns as well as meeting customer requirements; self-motivated to conduct research and problem solve.
• Ability to read, write and interpret documents such as operating and maintenance instructions and procedure manuals.
• Highly organized, punctual and capable of effective, efficient multi-tasking. Strong work ethic and emphasis on attention to detail. Works with integrity and ethically. Ability to work independently in a timely manner.
• Wide range of technological skills; aptitude for acquiring greater skills; ability to troubleshoot, test, repair and service technical equipment, and effectively use Company’s own proprietary software systems.
• Strives to promote a positive work environment within the Team and improve areas of deficiency within the Team; utilizes Team resources and management support to enhance Team effectiveness and development.

• High school diploma or equivalent required; associate’s degree or equivalent from a two-year college or technical school preferred.
• May be required to take and pass a Core Basic Copier Technology Exam.