Production Service Technician/ Field Specialist, Technology Service

Ricoh Canada; Midland; On-site; CAD 50,000 - 65,000; Full time

Job summary

A leading company in the technology service sector is seeking a Production Service Technician to provide maintenance and support for complex printing solutions. The ideal candidate will excel in customer service and possess strong technical skills. Responsibilities include troubleshooting, installation, and maintaining customer satisfaction. If you thrive in a fast-paced environment and have a passion for technology, this role is for you.

Qualifications

• Minimum of 3 years’ related experience, including 2 years as Technology Service Consultant II.
• Requires 1 Industry Certification (CompTIA Net+ or CompTIA A+).

Responsibilities

• Perform maintenance on Kodak Production equipment.
• Manage territory, inventory, and customer relationships.
• Achieve expected productivity levels.

Skills

Customer Service

Troubleshooting

Interpersonal Skills

Mechanical Aptitude

Time Management

Education

Post-Secondary Education in Technical Specialization

Tools

Electro-Mechanical Devices

Job description

Production Service Technician/ Field Specialist, Technology Service

Are you customer focused? Are you organized and thrive in a fast-paced environment? Do you have a unique interest in servicing and supporting Production printing Solutions? If so, then read on because we may have just the right opportunity for you!

As a Production Service Technician, you will be part of a Team that is responsible for providing 18/6 maintenance on Kodak Production equipment at a customer based in Midland, ON. You will perform installs, deinstalls, relocations, and corrective and preventative maintenance for complex printer solutions.

Job Duties & Responsibilities:

• Performs a full range of service and repair service procedures including troubleshooting, diagnostics, repair, installation, removal, and retrofits of a core set of highly complex Production Printing solutions;which includes Kodak and Ricoh Production equipment and software at the customer site in Midland, ON and Barrie region.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Manages territory, inventory, and customer relationships.
• Achieves expected productivity levels associated with assigned workload and level of experience.
• Completes technical training on new equipment as assigned.
• Continue obtaining necessary training to remain current on all technical aspects of PPS systems
• Escalating unresolved problems according to predefined service procedures and as per escalation process
• Performing installations, deinstallations, and/or relocations at customer site.
• Ensuring continuous availability to provide service on a 24/7 basis including on standby
• Maintaining parts inventory, diagnostic and physical tools.
• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back-up plans.
• Complete all required administrative tasks in an accurate and timely manner.

Customer Service

• Maintaining excellent customer satisfaction, building strong relationships, and exceeding Customer Expectations
• Effectively handles the most difficult customer situations.
• Acts as a communication link on unresolved technical problems/issues.
• Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
• Maintains productive, professional relationships with all customer and company personnel.

Qualifications:

Post-Secondary Education in the area of technical specialization

• Minimum of 3 years’ related experience, including a minimum of 2 years as a Technology Service Consultant II
• Requires 1 Industry Certification and sustained (at least 2 years) of meets or exceeds performance level. (CompTIA Net+ or CompTIA A+)

Knowledge, Skills, and Abilities:

• Requires an excellent working knowledge of electro-mechanical devices and electronics.
• Requires "solid" knowledge of assigned equipment.
• Skilled methodical approach to resolving problems.
• Strong interpersonal and verbal communications skills
• Excellent customer service skills including ability to follow up to ensure the closure of issues.
• Skilled ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.
• High degree of mechanical aptitude, highly focused and driven to learn
• Ability to work independently, as part of a team and take initiative to improve the customer experience.
• Strong attention to detail and good visual skills for assessing image quality.
• Ability to access/service equipment which may be in low, high, cramped or otherwise inconvenient locations.
• Ability to act diplomatically in a professional corporate environment.
• Be highly organized with excellent time management.
• Continuously upgrading knowledge of Ricoh products

Other Requirements:

• Requires a valid driver's license and as applicable, a minimum level of auto insurance coverage per RICOH policy for positions utilizing personal vehicles while for company business.
• 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.
• Shift work, overtime, stand-by and/or on-call will be required.
• Physical effort is required to move objects on wheels that may weigh up to 400 pounds and be able to lift and carry objects that weigh up to 50 pounds. Requires frequent walking, standing, bending, reaching and lifting when installing equipment, i.e. computers, controllers, color laser copiers, projectors, etc. Frequent stooping, bending, squatting and kneeling are required to service equipment at floor level.
• Tool cases and assorted service-related tools weighing in the range of 25 to 50 pounds must be carried to a variety of machine locations.
• A high level of dexterity is required in the regular use of a variety of hand tools. These tools will include, but are not limited to, screwdrivers, pliers, wrenches and some electronic testing equipment. There is an emphasis on fine-motor skills for work on small electronic and mechanical components.