Field Service Technician - Printers/Scanners

Peak Technologies; New York, City of Rochester (NY, NY); On-site; Full time

Job summary

An established industry player is seeking a dedicated Field Service Technician to provide exceptional service and support for a range of electro-mechanical devices, including printers and scanners. This role involves not only technical expertise but also a strong focus on customer satisfaction and relationship building. You will be responsible for installations, repairs, and preventative maintenance, ensuring that customers receive timely and effective solutions. Join a dynamic team where your contributions will directly impact the success of service operations and customer experiences. If you're a motivated self-starter with a passion for technology and customer service, this opportunity is perfect for you.

Qualifications

• Near expert level technical background in printers and electro-mechanical devices.
• Associate Degree required or 5+ years of relevant work experience.

Responsibilities

• Provide service and support for printers and scanners, including maintenance and repairs.
• Promote sales of service contracts and maintain accurate inventory.

Skills

Technical background in electro-mechanical devices

Customer service skills

Strong computer skills

Problem-solving skills

Ability to work independently

Time management

Education

Associate Degree

5+ years of equivalent work experience

Tools

Microsoft Windows-based programs

Job description

Job Details:

• Position: Field Service Technician (Printers/Scanners/Etc.) $25/hour+.
• MUST RESIDE IN/UPSTATE NEW YORK.
• Full-time hourly.
• Mon-Fri 8:00am-5:00pm +/-.

For over 35 years, Peak Technologies has been at the forefront of providing 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.

Position Overview:

• As a Field Service Technician /Customer Service Engineer (CSE) you will provide service and support for Peak Technologies supported equipment, including 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:

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

Qualifications:

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