Company :

Job Description :

GENERAL OVERVIEW:

Service technicians provide technical support and first call diagnostics for assigned print/mail peripheral equipment by executing basic diagnostics and implementation of corrective solutions for equipment repair. Develop and perform preventative maintenance schedule to not disrupt Print/Mail service goals and to ensure equipment is operating at peak efficiency. Accurately documents equipment failures for trend analysis and parts usage. Develop and maintain inventory of expenses and usage of materials and parts to support annual budgeting guidelines. Self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.

ESSENTIAL RESPONSIBILITIES:

• Acts as the first line of contact for assigned equipment. Responds to requests to examine equipment performing at inoperable or degraded conditions by performing diagnostics and executing solutions to return the equipment to working order. Depending on the complexity of the issue or contractual guidelines, Service Technicians are required to resolve the issue or to pass it up to the Vendor Customer Engineer for the assigned device. Timely response and accurate repairs are key to maintaining production levels and meeting service goals.
• Documents problems, issues, and events for purposes of analysis, tracking and resolution. Performs trouble shooting and/or issue identifications and resolution. Seeks root cause and proactively makes recommendations to prevent future problems. Report and communicate status to team manager and production coordinators, as well as using internal database tools to report and log events.
• Monitors overall environment against performance metrics and makes necessary recommendations for additional resources or hardware. Ensures daily, weekly, monthly preventative actions are executed and logged.
• Daily administrative support of parts inventory for usage and cost. Update inventory database daily and monitor for parts supply and order on all parts used during the shift. Track all receipts and ensure new inventory is added. Maintain cleanliness of general work area within the department housekeeping standards to include the removal of all excess materials, trash generated by own work and as directed by the team manager.
• Utilize tools and systems to provide daily status reports, monthly reports for budget alignment and excess costs or savings. Communicate issues and recommendations to team manager, participate in a team turnover process as well as shift turnover to ensure all significant items are reviewed and covered with incoming shifts.
• Provides input to, and maintains Service Technician department documentation for processes, policies, SOPS, and problem determination procedures. Develops and documents the principals and frameworks that support service technician functional guidelines. Work closely with Production Coordinators on standards and policy guidelines.
• Performs other duties as assigned and may include but not limited to the following: project participation, online training, meetings, occasional overtime on weekends and holidays and other work associated with production floor duties, maintenance, or cleaning.

QUALIFICATIONS:

Minimum

• High School Diploma or equivalent
• 0-1 year experience in Information Technology

Preferred

• 1-2 years of progressive experience building equipment with electronics and moving parts OR 3-4 years working as service technician in a manufacturing warehouse or equivalent workplace

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

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