Field Service Technician

Donnellon McCarthy Enterprises; Cincinnati (OH); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Employee assistance program

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Referral program

Vision insurance

Job summary

Donnellon McCarthy Enterprises is seeking a Field Service Technician to deliver responsive, customer-focused service across the Cincinnati area. You will diagnose issues, repair machines, test performance, and communicate clearly with customers and internal teams.

The role requires a valid driver's license, a technical education or equivalent experience, hands-on electromechanical aptitude, and a commitment to punctuality, safety, and professional appearance.

Qualifications

• High school diploma or equivalent is required.
• Graduate of a technical school or relevant experience is preferred.
• 2-year degree/diploma in electronics or related field is preferred.

Responsibilities

• Represent the company with professionalism and customer focus.
• Diagnose technical issues with operators and customer representatives.
• Repair machines and replace faulty components as needed.
• Conduct machine testing and verification with operators.
• Monitor service calls via auto dispatch and provide updates to Sales and Customer Service.
• Initiate contact with customers within 60 minutes of call acceptance and set realistic arrival expectations.
• Plan service call sequences to ensure timely completion and meet commitments.
• Complete preventative maintenance and emergency calls within territory.

Skills

Customer relations

Electro-mechanical aptitude

Attention to detail

Self-driven

Active listening

Education

High school diploma or equivalent

Technical school graduate or relevant experience

2-year degree in electronics or related field

Tools

Windows-based notebooks

Basic hand tools

Job description

Join our team as a Field Service Technician, embodying Donnellon McCarthy Enterprises' values through responsive, reliable, and customer-centric service. Your technical expertise, efficient problem-solving, and timely support contribute to our goal of delivering cost-effective solutions. We value your eagerness to learn, excellent interpersonal skills, and dedication to maintaining an impeccable attendance record that upholds our reputation for excellence.

Key Activities:

• Represent Donnellon McCarthy Enterprises with professionalism and customer focus.
• Collaborate with key operators and customer representatives to diagnose technical issues.
• Repair machines, replacing faulty components as needed.
• Conduct machine testing and verification, engaging key operators in the process.
• Utilize the auto dispatch system to monitor service calls, providing updates to Sales and Customer Service teams.
• Identify challenging service calls that may require additional attention and communicate with technicians and managers.
• Initiate contact with customers within 60 minutes of call acceptance, aiming to resolve issues remotely or setting realistic arrival expectations.
• Strategically plan service call sequencing to ensure timely completion while meeting customer commitments.
• Efficiently manage service calls through the auto dispatch system.
• Ensure timely completion of preventative maintenance and emergency calls within your designated territory.
• Keep your manager informed about incomplete calls and prioritize their completion based on parts availability.
• Dedicate 40 hours annually to technical and non-technical training.
• Demonstrate a friendly and non-aggressive demeanor in customer interactions.
• Exhibit strong questioning and active listening skills.
• Maintain high energy levels and uphold a clean, professional appearance.
• Punctuality, effective communication, friendliness, empathy, and exceptional customer service are central to success.
• Empowered technicians make informed business decisions within their assigned geographic area to ensure customer satisfaction.

Prerequisites:

• High school diploma or equivalent.
• Graduate of a technical school or relevant experience.
• Hold a valid and clean driver’s license.

Physical Requirements:

• Comfortable driving for an 8-hour workday.
• Able to transport tool bags and parts (40-80 lbs.) to every service call.
• Willing to stoop and bend over office equipment throughout the day.
• Capable of lifting and moving copiers and accessories (approximate weight: 25-400 lbs.).

Qualifications:

• Exceptional skills in customer relations.
• Possess a valid driver’s license and maintain a clean driving record.
• Preferably possess a 2-year degree/diploma in electronics or related computer field.
• Proficient in using Windows based notebooks.
• Additional certifications such as A+, Net+ are advantageous.
• Strong electro-mechanical aptitude.
• Proficiency in using basic hand tools.
• Ability to interpret technical documentation and schematics.
• Meticulous attention to detail and a self-driven attitude.

Job Type: Full-time

• 401(k)
• 401(k) matching
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Work Location: Hybrid remote in Cincinnati, OH 45223