Master Service Technician

Documation, Inc.; Tyler, Northern (TX, KY); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Company vehicle

Company phone

Paid holidays

Generous PTO

Company-paid life and disability ins.

Ongoing technical training

Career advancement opportunities

Job summary

Documation, Inc. is seeking a Master Service Technician in Tyler, TX. This role focuses on advanced troubleshooting, maintenance, and repair of office equipment across a broad product range, ensuring high customer satisfaction.

Offering competitive pay, a company vehicle with home-to-customer travel, phone, holidays, generous PTO, insurance, ongoing training, and career advancement within a Texas-based company.

Qualifications

• 5+ years as an associate or entry-level technician
• Strong technical knowledge and problem-solving skills
• Excellent communication and customer service orientation
• Ability to lift up to 50 pounds and handle equipment
• Experience with Xerox/Ricoh/Konica-Minolta/Riso copiers/printers preferred
• Familiarity with production/copier service training is a plus

Responsibilities

• Maximize equipment up-time through timely repair and customer training
• Assist with development of AEs on the Field Service Team
• Manage asset/resource utilization to hit financial targets
• Analyze customer needs and identify opportunities to drive service growth
• Communicate with customers, field service, sales and management professionally
• Complete all job administrative tasks accurately and on time
• Provide accurate feedback with call close details and meter readings
• Perform other duties to support DOCUmation service organization

Skills

Technical knowledge

Problem analysis

Attention to detail

Customer service

Business skills

Verbal & written communications

Planning & organizing

Teamwork

Quality focus

Follow-up

Education

High School Diploma or GED

AA Degree or technical training

Xerox Production training

A+ / N+ Certification desired

Tools

Copier/Printer repair

Diagnostics & troubleshooting

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.

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 ClassesPA 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.