Field Service Technician - Printers/Scanners

Peak Technologies, Inc.; Valdosta (GA); Remote; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Field Service Technician to provide exceptional service and support for electro-mechanical devices. In this dynamic role, you will be responsible for installations, repairs, and preventative maintenance while ensuring high customer satisfaction. The ideal candidate will possess a strong technical background, excellent problem-solving abilities, and the motivation to work independently. This role offers a unique opportunity to grow within a supportive environment, where your contributions directly impact business success. If you thrive in a fast-paced setting and are passionate about technology, this position is perfect for you.

Qualifications

• Near expert level technical background in electro-mechanical devices.
• 2-4 years of equivalent work experience in field service or IT.
• Strong computer skills and ability to work from home.

Responsibilities

• Provide service and support for equipment including installations and repairs.
• Promote and produce sales of service contracts and parts.
• Maintain customer satisfaction and communicate effectively.

Skills

Technical background in electro-mechanical devices

Customer service skills

Strong computer skills

Ability to work independently

Problem-solving skills

Education

Associate Degree or equivalent work experience

Certification in information technology or process improvement

Tools

Microsoft Windows based programs

Job description

Location: Tifton/Albany/Valdosta GA

JOB SUMMARY & SCOPE:

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.

KEY ACCOUNTABILITIES:

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. Installs, maintains, and repairs FHE (forms handling equipment).
9. Takes ownership of position and proactively engages in coordinating and scheduling servicing activities based on regional demands and priorities.
10. Demonstrates 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. Continuous training and self-development to learn Peak-Ryzex products and applications. Attend management approved seminars and training sessions as requested.
12. Complies with all safety policies, practices, and procedures.
13. Performs other duties/special projects as assigned.

EDUCATION + EXPERIENCE + KEY TRAITS:

1. Near expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
2. Associate Degree desired or 2-4 years of equivalent work experience in field service, IT, or a similar industry.
3. Certification in information technology or process improvement desired.
4. Operates within division or department policy guidelines using independent judgment in achieving assigned objectives.
5. Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
6. Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
7. Escalates issues discovered while performing required tasks to minimize customer disruptions.
8. Prioritizes and handles multiple tasks simultaneously.
9. Strong computer skills and phone application skills using Microsoft Windows based programs is 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 50lbs 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.

TYPICAL PERFORMANCE TARGETS:

1. SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
2. COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
3. INNOVATION: Step changed delivery in safety, quality, and/or cost.

LANGUAGE SKILLS:

1. Primary language used in daily operations is English. Additional primary company languages include Spanish, French and Dutch.
2. Read and interpret documents, procedure manuals and various correspondence from both internal and external.
3. Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.

SUPERVISION:

1. Role is not responsible for supervising direct or indirect reports.

DECISION MAKING + REASONING:

1. Able to take accountability and responsibility for business target delivery and decision making.

WORKING RELATIONSHIPS:

1. Peak Sales Order & Customer Service Teams.
2. Peak Management Team.