Service Technician - Mailing

The primary purpose of the Service Technician – Mailing is to repair and maintain office mailing equipment for our customers. This is achieved by focusing on three key objectives – customer service, exceptional knowledge of various brands of office equipment, and a high level of professionalism. It is the responsibility of the Service Technician - Mailing to ensure an exceptional experience was provided with minimal downtime for the customer. 

JOB DUTIES AND RESPONSIBILITIES 

• Perform thorough repairs on equipment with a focus on reducing repeat service calls, minimizing down-time for end-users, and executing service at the lowest possible cost.
• Meet or exceed service level targets for service ticket acknowledgement and issue resolution.
• Maintain effective client relationships and communication to foster a positive service attitude and to provide the highest quality service to all assigned areas.
• Accurately and promptly track and update service calls in MWA, ensuring information is clear, thorough, accurate and professional.
• Act as a technical and training resource for other Kelley Create Service team members on triage efforts, device technology, and some networking issues.
• Create and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices.
• Organize daily duties, prioritize critical issues, and effectively manage time to successfully address tasks in a time sensitive manner.
• Maintain an organized, adequate parts inventory for the equipment fleet in assigned area(s); work with Parts Manager to assure appropriate stock to quickly address repairs without accumulating excess or obsolete part inventory.
• Understand and adhere to established processes for part ordering, returns, inventory reporting.
• Provide end user training on devices or functionality as required.
• Remain flexible in role and willing to provide support to other Kelley Create Service Team members.

REQUIREMENTS

• Experience preferred in MPS/MFD service (Sharp/Toshiba preferable)
• TCP/IP and Network Setup
• Must be able to lift 45 lbs.
• CompTIA A preferred 
• Personal Vehicle
• Valid Driver's License
• Proof of Car Insurance
• Ability to pass a background check and MVR

Competencies: 

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position. 

• Customer service—the individual manages difficult client situations, responds promptly, solicits feedback to improve service, responds to service requests, and meets commitments.
• Communication – Good listening; successfully working with difficult customers with diplomacy and tact.
• Problem-solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully. 
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently. 
• Quality control—the individual demonstrates accuracy and thoroughness, monitors their own work to ensure quality, and applies feedback to improve performance.
• Quantity—meets productivity standards and completes work in a timely manner.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events. 
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Supervisory Responsibilities: 

This position does not have supervisory responsibilities.  

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements below represent the required knowledge, skill, and/or ability.  

Education/Experience:  

High School Diploma or general education degree (GED); or 6 months of fine finger dexterity or equivalent combination of education and experience. 

Certificates and Licenses:  

None required.

Language Skills:   

Read and comprehend simple instructions, short correspondence, and emails; Write simple correspondence; Effectively present information in one-on-one situations and small group situations to customers and other employees.

Math Skills:    

Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:    

Apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables in standardized situations.  Identifies problems, gathers information, and offers solutions. 

Computer Skills

Proficiency with Microsoft Word, Excel, and Outlook is required.  Proficiency with email is required.  

Physical Demands and Work Environment: 

The physical demands and work environment described below represent the activities and surroundings of the positions.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

The work is typically performed in an office environment, with a moderate noise level.   

While performing the duties of this job, the employee is regularly required to stand and kneel for long periods of time. To perform the job, the employee must be able to drive to the site where the work must be done.  The employee must be able to reach with hands and arms to repair machinery throughout the day.  Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form. 

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Vacation
• Paid Holidays
• Ongoing training opportunities