Master Service Technician

DOCUmation; Austin (TX); On-site; USD 39,000 - 55,000; Full time

Benefits offered by this job

Company vehicle

Phone provided

Paid holidays

Generous PTO

Life and disability insurance

Ongoing technical training

Career advancement opportunities

Job summary

DOCUmation in Austin, TX is seeking a Master Service Technician to handle the full spectrum of service activities for office equipment. This role requires troubleshooting expertise and the ability to manage maintenance and repair with strong customer satisfaction focus.

Applicants should have a strong background in copier/printer service, a valid driver's license, and willingness to travel within the territory.

Qualifications

• Minimum: High School Diploma or GED; AA Degree or equivalent technical training.
• 5+ years in a technician role preferred; experience with office equipment is a plus.
• Strong troubleshooting, customer service, and communication skills.

Responsibilities

• Maximize equipment uptime through timely repair and customer training.
• Support Field Service Team with technical assistance and product knowledge.
• Manage assets and resources to meet financial targets.
• Identify business opportunities from customer needs and drive sales.
• Communicate professionally with customers and internal teams.
• Complete administrative tasks accurately and on time.
• Provide feedback with detailed call closes and meter readings.
• Support DOCUmation and service organization in daily activities.

Skills

Technical knowledge

Problem analysis

Customer service

Communication

Planning & organizing

Teamwork

Quality standards

Follow-up

Education

High School Diploma or GED

AA Degree or technical training

Experience on Xerox/Ricoh/Konica-Minolta/Riso printers

PA Rating / exceeds requirements

Tools

Network+

CompTIA A+

Job description

Position: Master Service Technician
Department: Service
Reports To: Field Service Supervisor
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: Austin, TX

Description
This is a master level position in a territory assignment which requires a high degree of troubleshooting and the capability to handle the full array of products serviced by DOCUmation. The Master Technician is responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction.

Team members in this position enjoy competitive pay, bonus opportunities, a company vehicle with direct home-to-customer travel, a company phone, paid holidays, generous PTO, company-paid life and disability insurance, ongoing technical training, and opportunities for career advancement with an established Texas company.

Responsibilities

• Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction.
• Assist with the development of AEs assigned to the Field Service Team through technical assistance and product symptom / solution sharing.
• Manage the utilization of assets and resources to achieve targeted financial results and create superior value for DOCUmation and our customers.
• Analyze customer needs, recognize business opportunities, and influence sales volume growth.
• Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous, positive and professional.
• Complete all administrative aspects of the job on-time and error-free.
• Provide accurate feedback with call close information, parts usage reporting and customer meter readings.
• Perform other activities that support DOCUmation and our service organization.

Experience & Required Skills

• 5+ years at an Associate or Entry Level Technician position preferred
• Technical knowledge/skills
• Analysis (problem identification)
• Attention to Detail
• Customer service orientation
• Business skills
• Communications – verbal and written
• Planning and organizing, (work management)
• Teamwork (cooperation)
• Work standards (concern for quality)
• Follow-up

Education & Certification

• Minimum: High School Diploma or GED; AA Degree or equivalent technical training
• Experience working on Xerox, Ricoh, Konica-Minolta, Riso Copiers/Printers preferred
• Xerox Production training
• A+ / N+ Certification desired
• 6 Manufacture Training Classes
• PA Rating / exceeds requirements

Physical Requirements

• Ability to lift 50 pounds and transport equipment parts and boxes

Special Requirements

• Must have a valid Driver’s License and a clean driving record.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.

Experience

Required

2 years: Experience working on Ricoh, Konica-Minolta Copiers/Printers

Licenses & Certifications

Preferred

Network+

CompTIA A+

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.