Field Service Representative

Overview

Under the direct supervision of the Branch Field Service Manager, the Field Service Representative III is responsible for properly maintaining a territory of equipment while maintaining a high level of customer satisfaction through proper communications and maintenance of equipment. As an experienced Field Service Technician, this position may also work closely with entry level Field Service Technicians in the form of a mentor or by receiving assistance with special or large accounts.

Qualifications

• 3-6 years of experience copier repair or repair and maintenance of electronic equipment.

• High School Diploma or equivalent mandatory.

• Technical vocational schooling preferred (electronics or electro-mechanical)

• Must possess Comptia A + and Net+ certification.

• Must possess strong communication skills and excellent customer service skills

• Strong mechanical aptitude with the ability to recommend solutions to a variety of issues.

• Must successfully complete equipment pre-testing and training.

• Knowledge of Windows and Microsoft Office software products preferred.

• Valid Drivers License, and Automobile insurance within company guidelines.

Responsibilities

• Services and maintains a full territory independently in the installation, maintenance and repair of equipment and proactively develops service plans while maintaining a high degree of troubleshooting capabilities.

• Resolves the majority of service calls within territory assignment and possibly responsible for special or specific customer accounts.

• Understands, properly performs and can teach all mechanical and electronic adjustments on equipment as outlined in the Technical Service Manual and Field Engineering Bulletins.

• Recommends solutions based on the Technical Service Manual and Field Engineering Bulletins to include our complete digital line of products. Can also complete all electrical troubleshooting based on these guides.

• Resolves all normal customer relations' situations and communicates any unusual customer situations to a higher level.

• Maintains parts inventory and achieves exemplary levels of inventory control and usages.

• Completes all required administrative functions in an accurate and timely manner.

• Cooperates with fellow workers and management to achieve Branch service goals.

• Keeps Group Leader or Branch Field Service Manager informed of machines performing below standards and report all actions taken towards resolution.

• Performs other duties as prescribed by the Branch Field Service Manager.