Service Technician/IT Specialist

Service Technician

Job Description

PURPOSE

Services and repairs a variety of office equipment including but not limited to copy machines, duplicators, cash registers, time clocks, personal computers, printers, fax machines, and scanners at customer locations, within a specific geographic area.

ESSENTIAL DUTIES AND RESPONSIBILITIES in order of importance. Other duties may be assigned.

COMPETENCIES:

• Specializes in the servicing and repair of a core set of highly complex office products.
• Manages territory, inventory and customer relationships.
• Achieves expected productivity levels associated with assigned workload and level of experience.

Demonstrates technical expertise and provides customer service

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Performs troubleshooting and repairs or replaces equipment components as necessary.
• Completes technical training on new equipment as assigned.

Training

• Attends on the job training as required.
• Will be required to travel for training as necessary to become certified on machines that KWS deems necessary. This will require out of town extended overnight stay during the training.
• Attends technical seminars as required.
• Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
• Is a positive influence/champion within the team/organization.
• Proactively seeks ways to improve things.

Manages Territory

• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back-up plans.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.

Customer Service

• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• 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.
• Maintains productive, professional relationship with all Kerr Office Group personnel.
• Responsible for maintaining a "van stock" inventory with a value of $1,000 to $10,000.
• Performs other duties as assigned.

KNOWLEDGE/SKILL REQUIREMENTS:

• Greets and interacts with every customer in a friendly, business-like manner.
• Maintains customer awareness and provides exceptional customer service.
• Requires an excellent working knowledge of electro-mechanical devices and electronics.
• Requires "Expert" knowledge of assigned equipment.
• Possesses methodical approach to resolving problems.
• Possesses strong interpersonal and verbal 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.
• Communicates suggestions for improvements in all areas of business.
• Ability to resolve network printing issues, install print drivers and other related functions.
• Fluent with multiple operating systems including Windows and MAC OS.
• Ability to manage office environment equipment.
• Ability to configure and troubleshoot networks for internal and external customers.

*EDUCATION and/or EXPERIENCE

Requires high level technical skills typically gained through completion of technical school and 3 years of related experience including a minimum of 1 year as a Certified Customer Service Technician.

Requires Canon and/or related machine certifications

Requires basic computer/connectivity competencies

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

This Company Describes Its Culture as:

• Stable -- traditional, stable, strong processes
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative

COVID-19 Precaution(s):

• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Sanitizing, disinfecting, or cleaning procedures in place

This Job Is:

• A job for which military experienced candidates are encouraged to apply

Work Remotely

• No

Job Type: Full-time

Pay: $35,000.00 - $40,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• relevant: 1 year (Required)
• Service Technician: 1 year (Required)

Work Location: In person