Service Technician - Modern Office Methods

OVERVIEW & PURPOSE

Service Technicians play a key role in supporting our many loyal clients and are responsible for on-site service of vendors’ networked digital imaging products including copiers, printers, facsimile equipment, scanners, MFD’s, and wide format devices. Working within a designated geographic territory, you'll be dispatched to various job assignments depending on your product qualification and experience level. You'll be fully trained and equipped to make the necessary mechanical and electrical repairs as well as provide preventative maintenance on all products serviced.

ESSENTIAL FUNCTIONS

1. Perform full range of maintenance on assigned products; including technical diagnostics, software updates, installation, removal, retrofit and client call assistance.
2. Performs troubleshooting and repairs or replaces equipment components as necessary.
3. Manage call activity; perform call close administrative requirements.
4. Take responsibility for customer satisfaction through proper use of customer management skills and engage the support of other Modern Office Methods personnel as required.
5. Adhere to proper escalation procedures to resolve client issues.
6. Provide client training on assigned products in accordance with current field procedures.
7. Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles).
8. Responsible for supportive participation in team functions and adherence to agreed upon practices and procedures developed by the team.
9. Drive a motor vehicle.
10. Achieves expected productivity levels associated with assigned workload and level of experience.
11. Manages territory, inventory and customer relationships.
12. Demonstrates good technical and customer relation skills.
13. Performs basic connected installations, sets up IP addresses, downloads printer drivers and provides client training on network devices.
14. Demonstrates required digital competencies associated with assigned products and level assignment.
15. Completes technical training on new equipment as assigned.
16. Works closely with sales team to maximize equipment leads and upgrade opportunities.

1. Maintains and manages own parts inventory with a high degree of accuracy.
2. Complies with all company policies.
3. Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
4. Maintains productive, Technician relationship with all company personnel.
5. Maintains a positive demeanor and is a contributing team member.
6. Other duties as assigned.

SUPERVISORY RESPONSIBILITY

This position has no supervisory responsibilities.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job operates in a Technician office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

While performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear, stand and walk. The employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift, push, pull, and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

POSITION TYPE & EXPECTED HOURS OF WORK

This is a full-time, non-exempt position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m.

TRAVEL

This is a driving position that requires frequent travel between company branches and customer sites.

REQUIRED EDUCATION & EXPERIENCE

1. High school diploma / (GED) / Secondary School GCSE or equivalent
2. Possession of a valid driver’s license (the license must not include restrictions related to a DWI/DUI conviction) and a satisfactory driving record.
3. Basic computer knowledge
4. Excellent customer service skills.

PREFERRED EDUCATION & EXPERIENCE

1. Associate’s degree in a technical field or related military experience
2. Previous experience in technical field service
3. Networking knowledge
4. COMPTIA A+ Net+ certifications.

ADDITIONAL ELIGIBILITY QUALIFICATIONS

1. Maintain and acquire further training and certification as required.

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EQUAL OPPORTUNITY EMPLOYER

Modern Office Methods provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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