What are the responsibilities and job description for the Printer Service Technician position at KYOCERA Document Solutions America, Inc.?
Overview
When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.
In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.
The Remote Technical Specialist plays a critical role in delivering high-level technical support to clients and field teams. This position involves installing, diagnosing, and resolving hardware, software, and network-related issues without the need for an on-site visit. The Remote Technical Specialist ensures customer satisfaction by providing timely and efficient solutions while leveraging remote diagnostic tools and expertise.
The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.
Responsibilities
Monitors dispatch queue and respond to client printing/scanning/faxing issues.
Remote / Proactive support for Kyocera Fleet Manager (KFS).
Supports field service technicians and/or customers with network connectivity issues and error codes related to Kyocera products.
Project a positive company image during virtual sessions with exceptional communication skills, excellent customer service and personal grooming.
Keep current with new technology through off-site manufacturer's classes and online training.
Perform equipment network installations remotely utilizing KFS and/or KM NetViewer.
Supports Kyocera Cloud Applications.
Work closely with client IT departments to ensure device address books are updated prior to network installations.
Collaborate with customer service team to receive, prioritize, and accurately close service calls.
Perform other duties as assigned.
Qualifications
Required:
A Certification or equivalent industry experience.
Working knowledge of Apple and Microsoft operating systems.
Working knowledge of common office applications such as Microsoft Word, Excel, Adobe Acrobat, etc.
Minimum two years’ experience providing remote customer support.
Ability to perform accurate data entry.
Physical requirements: ability to bend, lift 50 pounds.
Strong customer service skills.
Preferred:
Net certification or equivalent industry experience.
Minimum training 2 current Kyocera or other manufacturers on-line apps or “connectivity” courses.
Certification in HIPPA and other personal privacy requirements.
Minimum five years of copier/printer break-fix experience.
Note
This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.
Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.
KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.