Field Service Technician (Tupelo, MS)
Product & Client Support
Multiple Cities, MS USA
This position is for an onsite customer dedicated position in the Tupelo, MS area. Responsible for the overall remedial and scheduled service for customer devices under contract. Provides quality service execution performance to meet or exceed Customer commitments resulting in high levels of Customer Satisfaction.
Installs, operates, maintains, repairs and modifies 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 Lexmark representatives to coordinate product solution.
Assess product needs in accordance with customer specifications.
Conducts technical training and product briefing with customers, vendors and company representatives.
Acts as local on-site representative to customer's organization.
Work within multiple systems to accept and respond to dispatched service calls within Customer SLA commitments (4 Hour Response and 2 Hour Response for critical devices).
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 customer product(s).
Train Customer on appropriate usage of customer 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 reporting of required data, including, but not limited to; call acceptance, status updates, call closure and debrief, parts return and tracking.
Manage local part inventory and ensure accurate tracking of inventory levels and transactions.
Provide Meter Reads on Devices as needed
Present a positive image through proper attire, communication skills and personal grooming.
Assumes other special activities, responsibilities, and special projects from time to time as directed.
EXPERIENCE AND SKILLS:
2 - 5 years experience in servicing printers, hard copy devices, or imaging products.
3 - 5 years field and customer service environment
Strong electro-mechanical aptitude.
Excellent driving record.
Valid MS driver’s license.
Reliable Transportation Required
Sound administrative & computer skills.
Microsoft Office Suites is Desirable
Experience and detailed knowledge of Lexmark, HP and Canon Devices Desirable
Ability to frequently and properly lift up to 60 pounds
Excellent communication skills, written and verbal.
Customer service orientation
Ability to learn quickly
High School Diploma or GED
Technical Training an Asset
***Position requires all COVID-19 vaccinations, Annual Flu Vaccine as well as additional requirements and other screenings as may be mandated by the customer. ***