Service Technician

Full Time Technical Kent, WA, US

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.
• The ability to 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 a natural aptitude or skill for understanding, working with, and fixing mechanical systems and machines.
• Must have a basic understanding of print drivers/connectivity.
• Must be able to lift 45 lbs.
• Personal Vehicle.
• Valid Driver's License.
• Proof of Car Insurance.
• Ability to pass a background check.

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

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