Field Services Support Representative

$20.00 - $23.00 per hour

Field Services Support Representative

POSITION PROFILE

This position is designed as an entry level technician position to service and repair a variety of company products. Provides installation, preventative maintenance, connectivity/networking adjacencies and routine service on small printer, low end segment devices at customer locations usually within a specific geographic area.

Job Duties and Responsibilities

• Achieves expected productivity levels associated with assigned workload and level of experience.
• Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.
• Demonstrates good technical and customer relation skills.
• Invoices for services outside of contractual obligations.

Demonstrates Technical Expertise

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.
• Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and @remote type technologies.
• Performs effective troubleshooting and repairs or replaces equipment components as necessary.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Completes technical training on new technologies as assigned.

Supports Territory

• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize leads and upgrade opportunities.
• Maintains and manages parts inventories with a high degree of accuracy.
• Assist with calls in support of other calls on vacation/training.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.

Customer Service

• Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.
• Exhibits professional appearance and professional demeanor at all times.
• Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.
• Responsible for maintaining a "car stock" inventory.
• Performs other duties as assigned.

Qualifications (Education, Experience and Certifications)

Typically Required:

• Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.

KNOWLEDGE, Skills And Abilities

• Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics and elementary levels of networking competency.
• Utilizes available tools and resources to demonstrate logical troubleshooting approach to resolving problems.
• Possesses strong interpersonal and verbal, written, as well as phone etiquette communications skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
• Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.
• Can follow pre-established guidelines, analyze and manage equipment issues to resolve equipment requirements for repair, routine maintenance and installation.
• Proficient with mobile technology and associated operating systems.

Working Conditions, MENTAL aND PHYSICAL DEMANDS

• Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.
• Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions. Work may also include working outdoors at times.
• Working conditions regularly expose individuals to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand-by and/or on-call may be required.
• Routinely requires direct contact with the Field Technology Service Manager to review work, receive direction and discuss customers' concerns and problems.
• Requires daily external contact with customers (typically office / IT managers and machine operators) for the purpose of investigating and resolving equipment problems.
• The customer relations aspects of the job tend to be somewhat more diversified; however, most problems are resolved using past precedent.
• Work has periodic stress related to an increased volume of service calls placed and occasional contact with dissatisfied customers.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and lift objects weighing up to 50 pounds.
• Frequent stooping, bending, squatting, laying and kneeling are required to service equipment at floor level.
• A high level of dexterity is required in the regular use of a variety of hand tools.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.