Master Service Technician

DOCUmation; Tyler (TX); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Company vehicle

Phone provided

Paid holidays

Generous PTO

Life and disability insurance

Ongoing technical training

Career advancement

Job summary

DOCUmation in Tyler, Texas is seeking a Master Service Technician to handle the full range of service and repair responsibilities for office equipment. The role demands a high degree of troubleshooting and the ability to maintain high customer satisfaction, with travel in the field and a non-exempt hourly status.

You will lead maintenance, provide technical support to the Field Service Team, analyze customer needs, and work with sales and management to maximize uptime and profitability.

Qualifications

• High school diploma or GED required; AA or technical training preferred.
• Experience on Xerox, Ricoh, Konica-Minolta, Riso Copiers/Printers preferred.
• Xerox Production training completed.
• A+ or N+ certification desired.
• Six manufacturer training classes completed; PA rating may exceed requirements.

Responsibilities

• Maximize equipment uptime by timely repair and customer training.
• Support Field Service Team with technical assistance and knowledge sharing.
• Manage assets and resources to meet financial targets and customer value.
• Identify business opportunities from customer needs to drive sales growth.
• Communicate professionally with customers, field service, sales, and management.
• Complete administrative tasks accurately and on time.
• Provide feedback with call-close data, parts usage and meter readings.
• Perform other duties to support DOCUmation and the service organization.

Skills

5+ years field service experience

Technical knowledge

Analysis

Attention to detail

Customer service orientation

Business skills

Verbal & written communications

Planning & organizing

Teamwork

Work quality standards

Follow-up

Education

High School Diploma or GED

AA Degree or technical training

Xerox Production training

A+ / N+ Certification

6 Manufacturer Training Classes

PA Rating / exceeds requirements

Tools

Xerox Copiers/Printers

Ricoh Copiers/Printers

Konica-Minolta Copiers/Printers

Riso Copiers/Printers

Job description

Position: Master Service Technician
Department: Service
Reports To: Field Service Manager
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: Tyler, 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.

• 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
• 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.

Qualifications

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.