Field Service Technician (Printers / Scanner Repair)

Peak Technologies; Landrum (SC); Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player seeks a dedicated Field Service Technician to deliver exceptional service and support for advanced electro-mechanical devices. In this dynamic role, you will engage in installations, repairs, and preventative maintenance, while maintaining a proactive approach to territory management. This position offers a unique opportunity to enhance customer satisfaction and drive business growth through effective communication and relationship-building. If you thrive in a fast-paced environment and are passionate about technology, this role is perfect for you. Join a team that values innovation and operational excellence while serving a diverse clientele across North America and Europe.

Benefits

Flexible work schedule

Training and development opportunities

Travel reimbursement

Health insurance

Retirement plan

Paid time off

Employee discounts

Work from home options

Qualifications

• Near expert level technical background in electro-mechanical devices.
• Associate degree or 5+ years of equivalent work experience required.
• Strong computer skills and phone application skills are essential.

Responsibilities

• Provide service and support for equipment, including installations and repairs.
• Promote and produce sales of service contracts and parts.
• Ensure high customer satisfaction and effective communication.

Skills

Technical background in electro-mechanical devices

Customer service skills

Inventory management

Problem-solving skills

Self-motivation

Ability to travel

Strong computer skills

Time management

Education

Associate degree

5+ years of equivalent work experience

Certification in IT or process improvement

Tools

Microsoft Windows-based programs

Job description

As a Field Service Technician /Customer Service Engineer (CSE), you will provide service and support for Peak Technologies supported equipment, in a timely manner, including, but not limited to, installations, repair, preventative maintenance, calibration, and sales support. Maintain an organized, proactive system of territory management, utilizing current management reports and data provided. Demonstrate the ability to develop contingency and effective support plans for necessary guidance from senior peers.

Continually evaluate and implement efficiency improvements in territory operation. Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the business with little supervision or direction. Focused on growing the business, treating every service event as a growth or lead generation opportunity. Maintain a positive attitude and demeanor, embracing change and influencing peers and team to do the same.

Responsibilities include, but are not limited to:

1. Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
2. Maintain proper and accurate inventory for the purpose of service and follow approved policies and procedures for Inventory Controls.
3. Provide accurate and timely documentation that details field activity, expenses, time reporting, and other information as required.
4. Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
5. Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s, and resolution status.
6. Regularly interact and build strong relationships with internal and external customers.
7. Develop a working knowledge of Corporate and Service Department procedures and policies.
8. Install, maintain, and repair FHE (forms handling equipment).
9. Take ownership of position and proactively engage in coordinating and scheduling servicing activities based on regional demands and priorities.
10. Demonstrate behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serve as a positive role model in creative thinking and in focusing on quality work.
11. Engage in continuous training and self-development to learn Peak Technologies products and applications. Attend management-approved seminars and training sessions as requested.
12. Comply with all safety policies, practices, and procedures.
13. Perform other duties/special projects as assigned.

Qualifications:

1. Near expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
2. Associate degree required and/or 5-plus years of equivalent work experience in field service, IT, or a similar industry.
3. Certification in information technology, process improvement, or similar disciplines is desired.
4. Operate within division or department policy guidelines using independent judgment in achieving assigned objectives.
5. Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
6. Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
7. Escalate issues discovered while performing required tasks to minimize customer disruptions.
8. Prioritize and handle multiple tasks simultaneously.
9. Strong computer skills and phone application skills using Microsoft Windows-based programs are required.
10. Self-starter and motivated to perform effectively during times of high demand.
11. Ability to work from home with minimal supervision or guidance.
12. Must have a valid driver’s license and maintain a safe driving record.
13. Must be able to lift 50 lbs without limitations or constraints.
14. Be able to travel throughout the country.
15. Be able to perform in high-pressure environments.
16. Critical physical effort consisting of continuously standing, bending, and handling equipment.
17. Exposure to limited amounts of noise and paper dust.
18. Home office with 90% daily travel and up to 20% overnight travel to customer sites nationally.

Peak Technologies, Inc. is an Equal Opportunity Employer that fully and actively supports equal access for all people regardless of Race, Color, Religion, Gender, Age, National Origin, Veteran Status, Disability, Genetic Information or Testing, Family and Medical Leave, Sexual Orientation, and Gender Identity or Expression.

About Peak Technologies

Peak Technologies provides end-to-end enterprise mobility, managed services, printing, and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value. Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.