Field Service Technician

Workday: Start/end time will vary, shift will be 8 hours/day within 7am - 6pm Monday thru Friday, to be scheduled by manager On-call - Rotation (every 4 weeks): 6pm – 7am Monday thru Friday, 24x7 weekends and holidays.

JOB DESCRIPTION

Onsite Service Technician supporting large facility. M-F work shift. Standby Hours may be required. Delivery and installation of printer supplies, maintains, repairs equipment. Conducts technical analysis of product implementations, 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. Government Background check required.

RESPONSIBILITIES

Work within multiple systems to accept and respond to dispatched service and supply calls within Customer SLA commitments. 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.

ADDITIONAL RESPONSIBILITIES

Assumes other special activities, responsibilities, and special projects from time to time as directed. Work closely with Operations and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLAs Conduct Train-the-Trainer and End User training as necessary; coordinate support for improved service diagnostics Conduct printer assessments to optimize fleet and ensure customer standards are met.

EXPERIENCE AND SKILLS

2 - 5 years’ experience in servicing printers, hard copy devices, or imaging products preferred. #J-18808-Ljbffr Metasys Technologies