Position Profile

This entry-level technician position services and repairs various company products. The Associate Field Service Technician handles set-up tagging, installation, preventative maintenance, and routine service on small printers, low-end segments, and facsimile devices at customer locations within a specific geographic area.

Job Duties and Responsibilities

General

Achieves productivity levels based on assigned workload and experience. Manages territory, inventory, and customer relationships. Demonstrates good technical and customer relation skills. Actively drives revenue-generating opportunities through supply leads, contract sales, network support contract leads, equipment, and print assessment leads.

Technical Expertise

Performs a full range of servicing and repair procedures, including diagnostics, installation, removal, and retrofits on assigned equipment. Performs Basic Connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on standalone and network devices. Troubleshoots and repairs or replaces equipment components as necessary. Demonstrates required digital competencies for assigned products and level assignment. Completes technical training on new equipment as assigned.

Territory Management

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

Customer Service

Interacts with external customers to determine service needs and ensures high levels of customer satisfaction. Exhibits professional appearance and demeanor at all times. Maintains productive, professional relationships with all company personnel. Maintains a positive demeanor and contributes to the team. Responsible for maintaining a "car stock" inventory. Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

High school diploma required. Desired: classes and experience in computers, electronics, mechanics. Valid state driver's license and minimum level of auto insurance coverage per company policy, as the position entails extensive use of a personal car for company business.

Knowledge, Skills, and Abilities

Working knowledge of electro-mechanical devices, electrical circuitry, electronics, and digital competency. Methodical approach to resolving problems. Strong interpersonal and verbal communication skills. Excellent customer service skills, including follow-up to ensure issue closure. Ability to read and comprehend written technical information from manuals, parts books, and relevant publications. Technical tasks require following pre-established guidelines and limited judgment to analyze and determine equipment problems and the need for routine servicing or parts installation.

Working Conditions, Mental and Physical Demands

Office environment with adequate lighting, ventilation, and normal temperature and noise range. Extensive daily travel by automobile between customer locations; "walking territory" within an urban area requires extensive foot travel in various weather conditions. Exposure to minor cuts and burns, chemical solvents, and cleaners. Shift work, overtime, stand-by, and on-call may be required. Daily internal contact with the service call center via telephone and wireless for service requests. Routine direct contact with the parts department and Field Technology Service Manager. Daily external contact with customers (office/IT managers and machine operators) to resolve equipment problems. Periodic stress related to increased service calls and occasional contact with dissatisfied customers. Physical effort required to move objects on wheels up to 400 pounds, frequent stooping, bending, squatting, and kneeling. Carrying tool cases and service-related tools weighing up to 50 pounds, often upstairs. High dexterity required for regular use of hand tools (screwdrivers, pliers, wrenches, and electronic testing equipment) for small electronic and mechanical components.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.