Field Service Tech

Position Title: Field Service Technician

Reports to: Service Manager

Normal Hours: 8:00am to 5:00pm, Monday through Friday.

Qualifications:

Mechanical and electrical interest. College preferred or equivalent experience. Excellent communication skills. Ability to work independently within a team environment. Ability to systematically troubleshoot and provide proactive maintenance. Customer service minded.

Scope of Work:

Field Service Technician is responsible for the setup, in-field reconfigurations and initial dependability of new and used copiers, fax and printer equipment for BCS. He is to work with the Service Manager, Parts Coordinator, Dispatcher, and other Technicians as a cohesive team that trusts one another, engages in constructive issue resolution, commits to group decisions and holds one another accountable and acknowledges that they are part of a larger team, (the company), to provide the best possible customer service to internal and external customers.

Maintaining a clean, organized, and well stocked trunk inventory, will enable Field Service

Technicians to provide BCS customers an efficient, and professional service experience. This enables first call fix rate to increase while also insuring not to overstock inventory and maintain inventory accuracy. Systematically organize parts and supplies so it can be easily accessed during service calls and counted during inventory.

Field Service Technician is responsible to use all available resources to systematically complete service calls, closing as many calls per day as possible while effecting repairs and providing proactive maintenance that maximize copies between calls.

The Field Service Technician is to stay up-to-date with technology and customer care by participating in training, in-house or at factory training centers, and using the manufactures websites, and emails, as a technical information resource. Discuss technical bulletins, product changes and repair challenges at Team meetings contributing to the technical and customer skills growth of the Team.

Through the service process, Field Service Technician is responsible for exceeding customer expectations by maintaining a business like appearance, calling the customer within one hour after receiving the call, effecting repairs quickly and explaining the repairs before leaving the account. Leave a C.A.R.E form and mints at all service calls. Appreciating the customer’s position and resolving their issues is as important as repairing their equipment.

The Field Service Technician is responsible for processing all paper work in a neat and timely manor including completing work orders, part request forms, and etc. enabling equipment history accuracy, inventory accuracy and time accountability.

The Field Service Technician is responsible for fully utilizing and maintaining the technical resources on his personal laptop enabling him to have the latest upgrade flashes, problem solutions, service and part manuals needed to repair equipment quickly and effectively.

Ability to use all available resources to communicate to Technicians and Manager fixes discovered, requesting input for fixes, customer issues and staying up-to-date with what is going on within our company. Use Outlook calendar to schedule Team meetings, company meetings, follow-up with customers, etc.

Attitudes, Skills and Knowledge Required

Basic knowledge of Network connectivity

Results Orientated

Effective Time Management

Team Player

Positive Attitude

Excellent Communication

Problem Solver

Technical

Mechanical

Company Policies and Procedures