Master Service Technician

DOCUmation; Wichita Falls (TX); On-site; USD 30,000 - 47,000; Full time

Job summary

DOCUmation in Wichita Falls is seeking a Master Service Technician with a strong troubleshooting background to service office equipment across the territory. This is a master-level role requiring hands-on repair and customer satisfaction.

The position reports to the Field Service Manager and demands precise diagnostics, timely repairs, and excellent communication with customers, field service, sales, and administration.

Qualifications

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

Responsibilities

• Maximize equipment up-time through timely repair and customer training.
• Assist development of AEs with technical assistance and knowledge sharing.
• Manage assets and resources to meet financial targets and create value.
• Analyze customer needs and identify opportunities to grow sales.
• Communicate with customers, field service, sales, management, and admin professionally.
• Complete all administrative tasks on-time and accurately.
• Provide feedback with call close info and meter readings.
• Perform other activities supporting DOCUmation's service organization.

Skills

Technical knowledge/skills

Analysis (problem identification)

Attention to Detail

Customer service orientation

Business skills

Verbal and written communication

Planning and organizing

Teamwork

Work standards

Follow-up

Education

High School Diploma or GED

AA Degree or equivalent technical training

Tools

Kyocera

Xerox

Ricoh

Konica-Minolta

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: Wichita Falls

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.

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 Kyocera, 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 year(s): Experience working on Ricoh, Konica-Minolta Copiers/Printers

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.