Customer service call center (in-person)

Job Summary Services and repairs a variety of company products and systems at customer locations within a specific geographic area.

Capable of handling a full workload in both standalone and networked environments.

Manages territory, inventory, and customer relationships.

Demonstrates excellent technical and customer relation skills.

Actively drives revenue-generating opportunities through supply leads, contract sales, network support contract leads, equipment, and print assessment leads.

Performs a full range of servicing and repair procedures, including diagnostics, installation, removal, and retrofits on assigned equipment.

Conducts basic connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on printing functions.

Troubleshoots and repairs or replaces equipment components as necessary on B&W, color, multifunctional devices, and cash handling equipment.

Demonstrates required digital competencies associated with assigned products and level assignment.

Completes technical training on new equipment as assigned.

Works closely with sales partners to maximize equipment leads and upgrade opportunities.

Maintains and manages parts inventory with a high degree of accuracy.

Completes all required administrative tasks accurately and timely.

Complies with all company policies.

Customer Service : Interacts with external customers to determine service needs on equipment and ensure high customer satisfaction.

Provides technical assistance to less experienced technicians.

Responsible for maintaining a "car stock" inventory.

Qualifications (Education, Experience, and Certifications) Requires journeyman level technical knowledge, typically gained through completion of technical school and 2 years of related experience.

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 Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.

Excellent customer service skills, including the ability to follow up to ensure closure of issues.

Ability to read and comprehend technical information in the form of manuals, parts books, and relevant publications.

Ability to follow pre-established guidelines and use limited judgment to troubleshoot and determine the need for routine servicing or parts installation.

Working knowledge and application of PC's and associated software applications.

Working Conditions, Mental, and Physical Demands Typically works in an office environment with adequate lighting, 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 in various weather conditions.

Working conditions regularly expose individuals to minor cuts, burns, chemical solvents, and cleaners.

Shift work, overtime, stand-by, and / or on-call may be required.

Requires daily internal contact with the service call center to receive and provide instructions concerning service requests.

Frequent direct contact with parts department and Field Technology Service Manager for parts orders and customer concerns.

Daily external contact with customers for equipment problem investigation and resolution.

Frequent stooping, bending, squatting, and kneeling to service equipment at floor level.

High level of dexterity required for regular use of hand tools, including screwdrivers, pliers, wrenches, and electronic testing equipment, with an emphasis on fine-motor skills.