Position Profile

Services and repairs a variety of company products and systems at customer locations within a specific geographic area. A Technology Service Support Rep is capable of handling a full workload in both standalone and networked environments.

Job Duties and Responsibilities

General

Achieves expected productivity levels based on assigned workload and experience. 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.

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 printing functions. Troubleshoots and repairs or replaces equipment components as necessary on B&W, color, and multifunctional devices. Demonstrates required digital competencies for assigned products and level assignment. Completes technical training on new equipment as assigned.

Territory Management

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 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. Provides technical assistance to less experienced technicians. Exhibits professional appearance and demeanor at all times. Maintains productive, professional relationships with all company personnel. Is a positive and contributing team member. Responsible for maintaining a "car stock" inventory. Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications)

Requires journeyman-level technical knowledge typically gained through the completion of technical school and 2+ years of related experience. 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

Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and varying levels of 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 knowledge of and application of PCs and associated software applications.

Working Conditions, Mental, and Physical Demands

Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise. 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 to review work, receive direction, and discuss customer concerns and problems. Daily external contact with customers (typically 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 and lift and carry objects up to 50 pounds. Frequent stooping, bending, squatting, and kneeling to service equipment at floor level. Extensive foot travel required for technicians assigned a walking territory. High dexterity for the 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.