TECHNICIAN II

Job Title: Technician II

Job Family: Service

Status: Non-Exempt

Reports To: Service Manager

Location: Raleigh, NC

Company Overview:

Milner, Inc. is a vibrant and innovative company committed to providing our clients with the best possible service and support. We believe in investing in our employees, prioritizing diversity and inclusion, and giving back to our communities. If you're looking for a dynamic and exciting career in the business technology solutions industry, we encourage you to consider joining our team.

Job Purpose:

As a Technician II, you will be responsible for performing basic diagnostics, repairs, and maintenance on Multi-Function Printers (MFP). With entry-level experience in networking and connectivity, you will also assist in setting up and troubleshooting networked devices under the guidance of more experienced technicians and the Service Manager.

Core Responsibilities:

Success in this role hinges on your ability to perform each job responsibility satisfactorily. These duties reflect the essential knowledge, skills, and abilities required to undertake all responsibilities. Please note that the frequency of tasks, their percentage of total work time, and work duration might vary based on department, field assignments, and territorial jurisdiction.

Primary Duties and Responsibilities (80%):

• Perform basic diagnostics and repairs on MFP devices, ensuring timely and efficient service to minimize downtime for customers.
• Conduct routine maintenance on MFPs to prevent breakdowns and ensure optimal performance.
• Assist in the installation and configuration of MFP devices, with a focus on ensuring proper network connectivity for printing and scanning features.
• Provide on-site technical support to customers, addressing basic issues and escalating more complex problems to senior technicians or the Service Manager as needed.
• Maintain accurate records of service activities, including parts used, repairs completed, and customer interactions.
• Ensure compliance with all company policies, safety guidelines, and local regulations.
• Stay informed about new models, technologies, and basic best practices in MFP repair and maintenance.
• Collaborate with team members to ensure a high-quality customer experience.
• Assist in managing parts inventory by accurately reporting parts usage and needs to the Service Manager.
• Provide feedback on recurring issues and potential improvements.

Training and Development (10%):

• Participate in training programs to enhance technical skills, particularly in networking and connectivity, and gain proficiency in MFP repair and maintenance.
• Support senior technicians in the training of new team members by sharing knowledge gained through experience.

Administrative Duties (10%):

• Maintain accurate and up-to-date documentation for all service calls, including work orders and service reports.
• Manage time effectively to ensure that all service calls are completed within the assigned time frames.
• Assist with basic territory maintenance and alignment tasks as directed.

Necessary Qualifications:

• High School education or equivalent.
• Basic certification or training on the full line of manufacturer’s models.
• Valid driver’s license and clean driving record.
• Reliable transportation unless a company vehicle is provided.
• Basic understanding of network connectivity related to print and scan features.
• Ability to perform basic repairs and maintenance with guidance from senior technicians.
• Strong customer service skills and the ability to communicate effectively with customers.

Desirable Qualifications:

• General knowledge of Microsoft Suite and basic experience with e-Automate.
• Familiarity with basic hardware/connectivity technology and terminology.

Working Conditions:

• Environment: Field-based with frequent travel to customer sites.
• Exposures: Moderate noise, occasional exposure to hazardous materials.
• Travel: Frequent local travel with occasional out-of-town assignments.
• Physical Conditions: Standing, walking, kneeling, stooping, lifting, and carrying equipment.