What are the responsibilities and job description for the Onsite Production Printer Technician position at RISO, Inc.?
From 60,000/year
**This position is bonus and overtime eligible**
POSITION DESCRIPTION:
The Onsite Production Printer Technician provides hands-on technical support for staff, customers, and operational teams at an assigned local facility. This role focuses on diagnosing and resolving equipment issues, installing, and maintaining network-connected devices, supporting print controllers, and ensuring smooth daily technology operations.
The technician also assists national service operations by monitoring and responding to National Technical Assistance Call Center (NTACC) requests as time permits. Exceptional troubleshooting skills, communication abilities, and customer service are essential to success in this role.
QUALIFICATIONS:
1. Preferred 1-3 years of experience in technical service, production printer support.
2. Strong diagnostic and troubleshooting skills for hardware and electro-mechanical devices.
3. Working knowledge of Windows and macOS operating systems.
4. Basic understanding of customer network infrastructure, including LAN fundamentals, IP addressing, DHCP, printer sharing, and device connectivity.
5. Excellent verbal, written, and customer-service communication skills.
6. Valid driver’s license (if occasional travel is required).
7. Ability to lift, move, and install office equipment.
PRIMARY RESPONSIBILITIES:
1. Technical Support & Troubleshooting
- Respond to onsite technical issues for production printers, service requests, and equipment failures promptly and professionally.
- Diagnose, isolate, and repair hardware, electro-mechanical devices, and peripheral equipment.
- Troubleshoot connectivity issues, software problems, print workflow errors, and device performance issues.
- Support and configure print controllers, addressing basic workflow, settings, and troubleshooting steps.
- Maintain accurate documentation, service logs, and asset records.
2. Equipment Installation & Configuration
- Install, configure, and verify proper operation of multifunction printers, print controllers, computers, and peripherals.
- Ensure full network integration, including IP setup, print queue creation, and connectivity validation.
- Perform hardware upgrades, part replacements, and adjustments as needed.
-Knowledge of Fiery controller.
3. Customer Interaction & Training
- Provide end-user assistance, guidance, and operational training for supported devices.
- Conduct Key-Operator (Key-Op) or user training sessions when required.
- Build and maintain strong, positive relationships with onsite staff and customers.
4. Operational Support
- Coordinate with Sales, Technical Operations, and third-party vendors for escalations and scheduled equipment installations.
- Support product demonstrations, facility events, or site expansions.
- Participate in ongoing technical training to stay current with equipment and technologies.
- Monitor and respond to National Technical Assistance Call Center (NTACC) requests as time permits, assisting with troubleshooting and escalation processes.
PRINCIPAL ACCOUNTABILITIES:
1. Deliver timely, accurate, and professional onsite support.
2. Maintain detailed service logs and complete documentation.
3. Support elevated levels of customer satisfaction.
4. Maintain uptime targets and operational equipment performance.
5. Provide supplemental NTACC support when onsite workload allows.
WORKING ENVIROMENT:
1. Onsite, infacility’s technical support position (not remote).
2. Occasional local travel to nearby customer locations may be required.
3. Hands-on work involves tools, equipment handling, and device installation.