Master Service Technician

Master Service Technician

This is a master level position in a territory assignment which requires a high degree of troubleshooting and the capability to handle the full array of products serviced by DOCUmation. The Master Technician is responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction.

Responsibilities include maximizing equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction. Assist with the development of AEs assigned to the Field Service Team through technical assistance and product symptom/solution sharing. Manage the utilization of assets and resources to achieve targeted financial results and create superior value for DOCUmation and our customers.

Analyze customer needs, recognize business opportunities, and influence sales volume growth. Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive and professional. Complete all administrative aspects of the job on-time and error-free. Provide accurate feedback with call close information, parts usage reporting and customer meter readings. Perform other activities that support DOCUmation and our service organization.

Experience and required skills include 5+ years at an Associate or Entry Level Technician position preferred, technical knowledge/skills, analysis (problem identification), attention to detail, customer service orientation, business skills, communications – verbal and written, planning and organizing (work management), teamwork (cooperation), work standards (concern for quality), and follow-up.

Education and certification include a minimum of a high school diploma or GED; AA degree or equivalent technical training, experience working on Kyocera, Xerox, Ricoh, Konica-Minolta, Riso Copiers/Printers preferred, Xerox Production training, A+ / N+ Certification desired, 6 Manufacture Training Classes, PA Rating / exceeds requirements.

Physical requirements include the ability to lift 50 pounds and transport equipment parts and boxes.

Special requirements include having a valid driver's license and a clean driving record.