Job Title:

Field Service Technician - Los Angeles, CA

Business Area:

Product & Client Support

Location:

Greater Los Angeles, CA USA

Job ID:

134397

Field Service Technician - Los Angeles, CA

Field Service Technician – Children’s Hospital of Los Angeles

Lexmark Managed Print Services account assigned to Children’s Hospital of Los Angeles. Installs, operates, maintains, repairs and modifies copier/printer equipment.  Conducts technical analysis of product implementations, modifications and enhancements to product in accordance with specific customer specifications and implementations.  Troubleshoots technical problems and issues, determines technical solution in accordance with product and customer specifications, and recommends actions to company or customer representatives for coordinated product solution.  Assesses product needs in accordance with customer specifications.  Conducts technical training and product briefing with customers and company representatives.  Acts as local on-site representative to customer's organization.  Is responsible for the overall remedial and scheduled service support of all copier/printer products. Provides quality service execution performance to meet or exceed Customer commitments resulting in high levels of Customer Satisfaction.

RESPONSIBILITIES:

  • Respond to dispatched service calls for Children’s Hospital and remote affiliates throughout the greater Los Angeles area
  • Accurately diagnose, repair & maintain product(s) and accessories in peak operating condition within published electrical, mechanical and print quality specifications
  • Effectively schedule calls to manage SLA requirements across assigned activities
  • Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure
  • Assist customer with any reported issues or questions on Lexmark product(s) or offerings
  • Train Customer on appropriate usage of product & features
  • Ensure proper repair and maintenance procedures are performed on identified device(s) and Total Service Call Procedures are completed prior to leaving customer site
  • Follow prescribed administration procedures to ensure proper collection and reported of required data, including, but not limited to: call acceptance, status updates, call closure and debrief, parts returns and tracking
  • Present a professional image through proper attire, communication skills and personal grooming

ADDITIONAL RESPONSIBILITIES:

Assumes other special activities, responsibilities, and special projects from time to time as directed.

EXPERIENCE AND SKILLS:

  • 3-5 years in field service or customer support
  • Strong electro-mechanical aptitude
  • 2-5 years experience in servicing printers, hard copy devices, or imaging products
  • Excellent driving record
  • Valid drivers license
  • Sound administrative & computer skills
  • Ability to properly lift 60 pounds or less frequently
  • Preferred experience in servicing Lexmark products, both mono and color
  • Must be open to 24/7 support if required (Stand by pay included)

PERSONAL CHARACTERISTICS:

  • Excellent communication skills, written and verbal.
  • Customer service orientation
  • Positive attitude
  • Ability to learn quickly

EDUCATION:

  • High school diploma or GED