Production Service Technician

Ricoh Canada Inc.; Midland; On-site; CAD 50,000 - 80,000; Full time

Job summary

Join a dynamic team as a Production Service Technician, where your skills in servicing and supporting advanced printing solutions will shine. This role involves hands-on maintenance of complex equipment, ensuring customer satisfaction through effective problem-solving and relationship management. You'll be at the forefront of technology, providing essential support while collaborating closely with clients. If you thrive in a fast-paced environment and have a passion for technology, this is an exciting opportunity to make a significant impact in the industry.

Qualifications

• 3 years of related experience in technology service.
• One industry certification like CompTIA Net+ or A+.

Responsibilities

• Perform service and repair procedures for production printing solutions.
• Maintain high customer satisfaction and manage territory effectively.

Skills

Electro-mechanical devices knowledge

Problem-solving skills

Customer service skills

Technical manual interpretation

Communication skills

Education

Post-secondary education in a technical field

Tools

Diagnostic tools

Job description

Production Service Technician/ Field Specialist, Technology Service

Are you customer-focused? Organized? Thrive in a fast-paced environment? Do you have a passion for servicing and supporting Production printing Solutions? If yes, this could be the right opportunity for you!

As a Production Service Technician, you will be part of a team responsible for 18/6 maintenance on Kodak Production equipment at a customer site in Midland, ON. Your duties include installs, deinstalls, relocations, and corrective and preventative maintenance for complex printer solutions.

Job Duties & Responsibilities:

• Perform service and repair procedures including troubleshooting, diagnostics, repair, installation, removal, and retrofits of complex Production Printing solutions, including Kodak and Ricoh equipment, at customer sites in Midland, ON, and the Barrie region.
• Demonstrate digital competencies related to assigned products and levels.
• Manage territory, inventory, and customer relationships effectively.
• Achieve productivity targets based on workload and experience level.
• Complete technical training on new equipment and stay current with PPS systems.
• Escalate unresolved issues following service procedures and escalation processes.
• Perform installations, deinstallations, and relocations at customer sites.
• Provide 24/7 service availability, including standby duties.
• Maintain parts inventory and diagnostic tools.
• Manage territory and call handling procedures efficiently.
• Collaborate with sales to maximize equipment leads and upgrade opportunities.
• Maintain accurate parts inventory and follow backup plans.
• Complete administrative tasks accurately and promptly.

Customer Service:

• Maintain high customer satisfaction, build strong relationships, and exceed expectations.
• Handle difficult customer situations professionally.
• Act as a communication link for unresolved technical issues.
• Engage with customers to determine service needs and ensure satisfaction.
• Build professional relationships with customers and company personnel.

Qualifications:

• Post-secondary education in a technical field.
• Minimum 3 years of related experience, including at least 2 years as a Technology Service Consultant II.
• One industry certification (e.g., CompTIA Net+ or A+), with sustained performance over two years.

Knowledge, Skills, and Abilities:

• Excellent knowledge of electro-mechanical devices and electronics.
• Solid understanding of assigned equipment.
• Methodical problem-solving skills.
• Strong interpersonal and communication skills.
• Exceptional customer service skills, including follow-up.
• Ability to interpret technical manuals and publications.
• High mechanical aptitude and eagerness to learn.
• Ability to work independently and in teams, with initiative.
• Attention to detail and visual assessment skills for image quality.
• Ability to access equipment in challenging locations.
• Professional demeanor and diplomatic communication skills.
• Excellent organization and time management.
• Ongoing knowledge upgrade of Ricoh products.

Other Requirements:

• Valid driver’s license and appropriate auto insurance.
• Extensive travel required, including walking in urban areas.
• Shift work, overtime, standby, and on-call duties.
• Physical ability to move objects up to 400 pounds, lift up to 50 pounds, and perform physical tasks like bending and reaching.
• Carrying and using hand tools weighing 25-50 pounds.
• High dexterity for working with electronic and mechanical components.