Technical Specialist

Kyocera Mita America; Tempe (AZ); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental and vision plans

401k match

Paid time off and holidays

Job summary

Kyocera Document Solutions America, Inc. is seeking a Technical Specialist to assist service teams and customers with hardware and software solutions.

You will travel to customer locations for service calls, diagnose and repair equipment, and maintain parts inventory while delivering excellent service. The role requires strong communication, problem-solving, and the ability to work independently at customer sites.

Qualifications

• Certification of Kyocera Service Solutions Specialist (SSS-1) or other equivalent.
• Fiery Skill Level Intermediate.
• Network connectivity to conduct Fleet installs and remote assistance.
• Reading schematics and service manuals for troubleshooting.
• Travel to customer locations with valid license and clean driving record.

Responsibilities

• Provide senior-level technical skills and assistance to technicians and customers.
• Support Kyocera hardware and software issues.
• Assist fellow technicians and solve complex issues related to hardware and software.
• Travel to customers’ locations to complete service calls.
• Diagnose, repair and maintain equipment at customers’ locations.
• Maintain a highly accurate car stock parts inventory.
• Provide on-going key-operator training to enhance productivity.
• Project a positive company image through professional appearance and service.
• Report poor machine performance to management.
• Stay current with new technology via training and classes.
• Collaborate with customer service to close service calls and meet KPI.
• Perform other duties as assigned.

Skills

Excellent communication skills

Customer service skills

Ability to travel to customers

Read technical schematics

Troubleshoot electrical/mechanical

Network connectivity skills

Valid driver's license

Tools

Kyocera Service Solutions Specialist (SSS-1) certification

A+/Net+ certification

Job description

Overview

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 Technical Specialist, you will assist the service manager or director with assisting follow technicians on both hardware and software solutions 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

• Provide senior-level technical skills and assistance to KDA technicians and customers.
• Provide support for Kyocera hardware and software issues.
• Assist fellow technicians and/or assume responsibility for solving complex customer issues related to hardware on software products.
• 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

• Certification of Kyocera Service Solutions Specialist (SSS-1) or other manufacturer equivalent.
• Fiery Skill Level Intermediate.
• Network connectivity skills to conduct Fleet 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.
• Minimum 5 years mechanical and electrical support experience, within office product industry.
• Formal training of at least 10 current models (any manufacturer).
• 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.
  • Production Skill Level Intermediate (InkJet and/or Wide Format).

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.