Senior Service Technician

Kyocera Mita America; East Gwillimbury; On-site; CAD 45,000 - 75,000; Full time

Job summary

Join a forward-thinking organization that values integrity and customer service excellence. As a Senior Service Technician, you'll play a crucial role in maintaining and repairing copiers and digital printers, ensuring optimal performance and customer satisfaction. This position offers the opportunity to work with cutting-edge technology, engage in continuous learning, and contribute to a culture that prioritizes employee well-being and professional growth. With a generous benefits package and a commitment to a positive work environment, this role is perfect for those looking to make a meaningful impact in the office product industry.

Benefits

Medical insurance

Dental insurance

Vision plans

401k match

Flexible spending

Disability insurance

Life insurance

Paid time off

Holidays

Qualifications

• 5+ years of mechanical and electrical support experience in the office product industry.
• Strong troubleshooting skills and customer service abilities.

Responsibilities

• Diagnose, repair, and maintain equipment at customer sites.
• Provide customer assistance with machine functions and connectivity.

Skills

Mechanical support

Electrical support

Network connectivity

Troubleshooting skills

Customer service skills

Education

Formal training on office products

Technical schematics understanding

Tools

MFPs and printers

KDA online apps

Job description

Overview

When you join Kyocera Document Solutions America, Inc., you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being.” Through this Philosophy, our employees are passionate about providing best-in-class customer service through efficiency, accountability, and a sense of urgency, all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. was officially certified a Great Place to Work in 2021. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do, and enjoy the people they work with.

As a Senior Service Technician, you will maintain optimum operation of copiers and digital copiers/printers via preventive maintenance and emergency repairs. Install necessary parts, maintenance kits, factory modifications, and perform adjustments as directed by manufacturer(s).

Responsibilities

1. Accurately diagnose, repair, and maintain equipment in optimum operating condition at customer sites.
2. Receive, prioritize, and accurately close service calls.
3. Maintain optimum equipment performance per manufacturer maintenance and repair procedures.
4. Report poor or suspect machine performance at first suspicion to manager.
5. Manage and maintain a highly accurate car stock parts inventory.
6. Keep current with new technology through off-site manufacturer's classes and online training.
7. Assist fellow technicians with suspect service calls.
8. Provide a minimum of Level 1 connectivity support (for contact devices) to customer and/or customers' designed network support department.
9. Provide ongoing key-operator training to enhance user productivity, increase machine uptime, and reduce service tickets.
10. Provide customer assistance with loading paper, staples, adding toner, and/or any other key-operator function as required and/or proactively as schedule allows.

Qualifications

Required:

1. Minimum 5 years mechanical and electrical support experience within the office product industry.
2. Network connectivity skills to conduct new installations without assistance and interface with customers' IT contacts. Must also be able to provide network connectivity assistance to teammates and customers, including remote assistance.
3. Formal training of at least 10 models (any manufacturer).
4. Minimum training of 2 KDA online apps or “connectivity” courses.
5. Very good electro-mechanical skills.
6. Must be able to install/re-install/diagnose a network MFP (includes scanning).
7. Ability to travel to and from customers within customer base.
8. Ability to read and follow technical schematics and service manuals.
9. Excellent electrical and mechanical troubleshooting skills.
10. Maintain Annual First Call Fix Rate of 80%.
11. Valid driver's license with an excellent driving record.
12. Physical requirements: ability to bend, lift 50 pounds.
13. Strong customer service skills.

Preferred:

Note: This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc. is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably. We offer a generous benefits package including medical, dental, and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans, and/or individuals with disabilities are encouraged to apply.