Field Services Support Representative

Corporate HR Specialist 

Field Services Support Representative

 

POSITION PROFILE

This position is designed as an entry level technician position to service and repair a variety of company products. Provides installation, preventative maintenance, connectivity/networking adjacencies and routine service on small printer, low end segment devices at customer locations usually within a specific geographic area.

  Job Duties and Responsibilities

·         Achieves expected productivity levels associated with assigned workload and level of experience.

·         Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.

·         Demonstrates good technical and customer relation skills.

·         Invoices for services outside of contractual obligations.

Demonstrates Technical Expertise

·         Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.

·         Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and @remote type technologies.

·         Performs effective troubleshooting and repairs or replaces equipment components as necessary.

·         Demonstrates required digital competencies associated with assigned products and level assignment.

·         Completes technical training on new technologies as assigned.

Supports Territory

·         Effectively executes all required territory management and call handling procedures.

·         Works closely with sales partners to maximize leads and upgrade opportunities.

·         Maintains and manages parts inventories with a high degree of accuracy.

·         Assist with calls in support of other calls on vacation/training.

·         Completes all required administrative tasks in an accurate and timely manner.

·         Complies with all company policies.

Customer Service

·         Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.

·         Exhibits professional appearance and professional demeanor at all times.

·         Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.

·         Responsible for maintaining a "car stock" inventory.

·         Performs other duties as assigned.

 

 

Qualifications (Education, Experience and Certifications)

Typically Required:

·         Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.

·         Requires a valid state driver's license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.

KNOWLEDGE, Skills And Abilities

·         Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics and elementary levels of networking competency.

·         Utilizes available tools and resources to demonstrate logical troubleshooting approach to resolving problems.

·         Possesses strong interpersonal and verbal, written, as well as phone etiquette communications skills.

·         Possesses excellent customer service skills including ability to follow up to ensure closure of issues.

·         Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.

·         Can follow pre-established guidelines, analyze and manage equipment issues to resolve equipment requirements for repair, routine maintenance and installation.

·         Proficient with mobile technology and associated operating systems.

Working Conditions, MENTAL aND PHYSICAL DEMANDS

·         Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

·         Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions. Work may also include working outdoors at times.

·         Working conditions regularly expose individuals to conditions that could result in minor cuts and burns; frequent exposure to chemica