Position: Master Service Technician
Department: Service
Reports To: Field Service Manager
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: Tyler, TX
Description
This is a master level position in a territory assignment which requires a high
degree of troubleshooting and the capability to handle the full array of
products serviced by DOCUmation. The Master Technician is responsible for the
timely and cost-effective maintenance and repair of office product equipment and
for promoting and maintaining a high level of customer satisfaction.
Team members in this position enjoy competitive pay, bonus opportunities, a
company vehicle with direct home-to-customer travel, a company phone, paid
holidays, generous PTO, company-paid life and disability insurance, ongoing
technical training, and opportunities for career advancement with an established
Texas company.
Responsibilities
• Maximize equipment up-time through timely response and effective and efficient
repair with selective customer training to ensure high levels of customer
satisfaction.
• Assist with the development of AEs assigned to the Field Service Team through
technical assistance and product symptom / solution sharing.
• Manage the utilization of assets and resources to achieve targeted financial
results and create superior value for DOCUmation and our customers.
• Analyze customer needs, recognize business opportunities, and influence sales
volume growth.
• Communicate and interact with customers, field service, sales, management, and
administration in a way that is courteous, positive and professional.
• Complete all administrative aspects of the job on-time and error-free.
• Provide accurate feedback with call close information, parts usage reporting
and customer meter readings.
• Perform other activities that support DOCUmation and our service organization.
Experience & Required Skills
• 5+ years at an Associate or Entry Level Technician position preferred
• Technical knowledge/skills
• Analysis (problem identification)
• Attention to Detail
• Customer service orientation
• Business skills
• Communications – verbal and written
• Planning and organizing, (work management)
• Teamwork (cooperation)
• Work standards (concern for quality)
• Follow-up
Education & Certification
• Minimum: High School Diploma or GED; AA Degree or equivalent technical
training
• Experience working on Xerox, Ricoh, Konica-Minolta, Riso Copiers/Printers
preferred
• Xerox Production training
• A+ / N+ Certification desired
• 6 Manufacture Training Classes
• PA Rating / exceeds requirements
Physical Requirements
• Ability to lift 50 pounds and transport equipment parts and boxes
Special Requirements
• Must have a valid Driver’s License and a clean driving record.
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 to meet the needs of the organization.