Service Technician

Service Technician

The primary purpose of the Service Technician is to repair and maintain office equipment for our customers, focusing on customer service, exceptional knowledge of various brands of office equipment, and a high level of professionalism.

• 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.

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, and emails; write simple correspondence; effectively present information to customers and other employees in one‑on‑one and small group situations.

Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Apply common sense and…