Senior Service Technician

KYOCERA Document Solutions America, Inc.; Jamesburg (NJ); On-site; USD 51,000 - 64,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401k match

Disability and life insurance

Paid time off and holidays

Job summary

Kyocera Document Solutions America, Inc. seeks a Senior Service Technician to support service calls and maintain MFPs and printers at customer sites.

You will assist the service manager, resolve complex issues, and ensure high levels of customer satisfaction through effective communication and professional service. The role requires travel to customer locations, hands-on maintenance, and ongoing training to stay current with technology.

Qualifications

• Minimum 5 years mechanical and electrical support experience in the office product industry.
• Network connectivity skills to conduct single unit installations without assistance and to interface with customer IT contacts.
• Formal training of at least 10 current models (any manufacturer).
• Minimum training 2 current KDA or manufacturer’s connectivity courses.

Responsibilities

• Assist fellow technicians in resolving difficult service issues.
• Provide Level 1 connectivity support to customer or designated network support department.
• Travel to customers’ locations to complete service calls.
• Diagnose, repair and maintain equipment at customers’ locations.
• Maintain an accurate car stock parts inventory.
• Provide ongoing technician training to enhance productivity.

Skills

Mechanical & electrical support

Network connectivity

Customer service

Reading schematics

Valid driver’s license

Job description

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

As a Senior Service Technician, you will assist the service manager or director with assisting fellow technicians on service calls. As well as you will be responsible for providing a high level of service to our clients by maintaining optimum performance of their MFP’s and printers. You will complete emergency service calls as well as preventative maintenance calls at the customer’s location.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Responsibilities

• Assist fellow technicians in resolving difficult service issues.
• Provide a minimum of Level 1 connectivity support (for contract devices) to customer or customers designated network support department.
• Travel to customers’ locations to complete service calls according to company policies
• Accurately diagnose, repair and maintain equipment in optimum operating condition at customers’ locations.
• Manage and maintain a highly accurate car stock parts inventory.
• Provide on-going key-operator training to enhance user productivity, increase machine uptime and reduce service tickets.
• Project a positive company image through proper attire, personal grooming, exceptional communication skills, and excellent customer service.
• Report poor machine performance at first suspicion to manager.
• Keep current with new technology through off-site manufacturer's classes and online training.
• Collaborate with customer service team to receive, prioritize, and accurately close service calls.
• Maintain current KPI requirements for position.
• Perform other duties as assigned.

Qualifications

• Minimum 5 years mechanical and electrical support experience, within office product industry.
• Network connectivity skills to conduct single unit installations without assistance and the ability to interface with customers IT contacts. Must also be able to provide network connectivity assistance to teammates and customers including remote assistance.
• Formal training of at least 10 current models (any manufacturer).
• Minimum training 2 current KDA or other manufacturer’s on-line apps or “connectivity” courses.
• Must be able to install/re-install/diagnose a network MFP (includes scanning).
• Maintain 80% annual first call fix rate.
• Valid driver’s license with an excellent driving record.
• Ability to travel to and from customers within the subsidiary’s customer base.
• Ability to read and follow technical schematics and service manuals.
• Ability to troubleshoot electrical and mechanical failures.
• Excellent communication skills.
• Able to work independently, under pressure at customer locations and to accept direction on given assignments.
• Physical requirements: ability to bend, lift 50 pounds.
• Strong customer service skills.
• Car Insurance Requirements:
• Standard Coverage with $1,000 Deductibles
• Bodily Injury $100,000 / $300,000
• Property Damage $50,000
• Collision Deductible $1,000
• Comprehensive Deductible $1,000

Preferred

• A
• and/or Net
• certification or equivalent industry experience.

The typical pay range for this role is $51,000 -$64,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography, and other relevant factors.

Note This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable customers to optimize and manage their document workflow, reaching new heights of efficiency. With professional expertise and a culture of empathetic partnership, the objective of the company is to help organizations put knowledge to work to drive change. Kyocera is looking for enthusiastic and innovative people to help our customers run their businesses more efficiently and more profitably.

We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

KYOCERA Document Solutions America, Inc. is an Equal Opportunity Employer, a VEVRRA Federal Contractor, and complies with all applicable federal, state, and local laws regarding nondiscrimination. Kyocera provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans and/or individuals with disabilities are encouraged to apply.