Service Technician

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Full Time Technical, Fairbanks, AK, US

Salary Range: $20.00 to $30.00 hourly

Dept: Service

Reports To: Field Service Manager

FLSA Status: Non-Exempt

Salary Range: $20.00 - $30.00 per hour DOE

Kelley Create is a dynamic and innovative company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Kelley Create seeks a talented and mechanically inclined person to join our team as a Service Technician. The primary purpose of the Service Technician is to repair and maintain office equipment for our customers. This is achieved by focusing on three key objectives: customer service, exceptional knowledge of various brands of office equipment, and a high level of professionalism. The Service Technician is responsible for ensuring an exceptional experience with minimal downtime for the customer.

• Perform thorough repairs on equipment, focusing on reducing repeat service calls, minimizing downtime for end-users, and executing service at the lowest possible cost.
• Make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
• Meet or exceed service level targets for service ticket acknowledgment and issue resolution.
• Maintain effective client relationships and communication to foster a positive service attitude and to provide the highest quality service to all assigned areas.
• Accurately and promptly track and update service calls in Remote Tech, ensuring information is clear, thorough, accurate, and professional.
• Act as a technical and training resource for other Kelley Create Service team members on triage efforts, device technology, and some networking issues.
• Create and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices.
• Organize daily duties, prioritize critical issues, and effectively manage time to address tasks time-sensitively.
• Maintain an organized, adequate parts inventory for the equipment fleet in assigned area(s); work with the Parts Manager to ensure appropriate stock to quickly address repairs without accumulating excess or obsolete part inventory.
• Understand and adhere to established parts ordering, returns, and inventory reporting processes.
• Provide end-user training on devices or functionality as required.
• Remain flexible in role and willing to provide support to other Kelley Create Service Team members.

• Experience preferred in multi-function printing technologies.
• Experience in a customer-facing role.
• Must be comfortable working independently.
• Must have natural aptitude or skill for understanding, working with, and fixing mechanical systems and machines.
• Must have a basic understanding of print drivers and connectivity.
• Must be able to lift 45 lbs.
• Personal Vehicle.
• Valid Driver's License.
• Proof of Car Insurance.
• Ability to pass a background check.

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer service: manages difficult client situations, responds promptly, solicits feedback to improve service, and meets commitments.
• Communication: good listening; successfully works with customers and coworkers with diplomacy and tact.
• Problem-solving: identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Planning & Organizing: prioritizes and plans work activities and uses time efficiently.
• Quality control: demonstrates accuracy and thoroughness, monitors own work to ensure quality, and applies feedback to improve performance.
• Quantity: meets productivity standards and completes work in a timely manner.
• Adaptability: adapts to changes in the work environment, manages competing demands, and deals with frequent change, delays, or unexpected events.
• Dependability: consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Safety & Security: observes safety and security procedures and uses equipment and materials properly.

This position does not have supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability.

High School Diploma or general education degree (GED); or 6 months of fine finger dexterity or equivalent combination of education and experience.

None required.

Read and comprehend simple instructions, short correspondence,…