Field Service Technician

Job Description Job Description Join our team as a Field Service Technician, embodying Donnellon McCarthy Enterprises' values through responsive, reliable, and customer-centric service. Your technical expertise, efficient problem-solving, and timely support contribute to our goal of delivering cost-effective solutions. We value your eagerness to learn, excellent interpersonal skills, and dedication to maintaining an impeccable attendance record that upholds our reputation for excellence. Key Activities: * Represent Donnellon McCarthy Enterprises with professionalism and customer focus. * Collaborate with key operators and customer representatives to diagnose technical issues. * Repair machines, replacing faulty components as needed. * Conduct machine testing and verification, engaging key operators in the process. * Utilize the auto dispatch system to monitor service calls, providing updates to Sales and Customer Service teams. * Identify challenging service calls that may require additional attention and communicate with technicians and managers. * Initiate contact with customers within 60 minutes of call acceptance, aiming to resolve issues remotely or setting realistic arrival expectations. * Strategically plan service call sequencing to ensure timely completion while meeting customer commitments. * Efficiently manage service calls through the auto dispatch system. * Ensure timely completion of preventative maintenance and emergency calls within your designated territory. * Keep your manager informed about incomplete calls and prioritize their completion based on parts availability. * Dedicate 40 hours annually to technical and non-technical training. Behavioral Traits, Attitudes & Skills: * Demonstrate a friendly and non-aggressive demeanor in customer interactions. * Exhibit strong questioning and active listening skills. * Maintain high energy levels and uphold a clean, professional appearance. * Punctuality, effective communication, friendliness, empathy, and exceptional customer service are central to success. * Empowered technicians make informed business decisions within their assigned geographic area to ensure customer satisfaction. Prerequisites: * High school diploma or equivalent. * Graduate of a technical school or relevant experience. * Hold a valid and clean driver's license. Physical Requirements: * Comfortable driving for an 8-hour workday. * Able to transport tool bags and parts (40-80 lbs.) to every service call. * Willing to stoop and bend over office equipment throughout the day. * Capable of lifting and moving copiers and accessories (approximate weight: 25-400 lbs.). Qualifications: * Exceptional skills in customer relations. * Possess a valid driver's license and maintain a clean driving record. * Preferably possess a 2-year degree/diploma in electronics or related computer field. * Proficient in using Windows based notebooks. * Additional certifications such as A+, Net+ are advantageous. * Strong electro-mechanical aptitude. * Proficiency in using basic hand tools. * Ability to interpret technical documentation and schematics. * Meticulous attention to detail and a self-driven attitude. Job Type: Full-time Benefits: * 401(k) * 401(k) matching * Dental insurance * Employee assistance program * Flexible spending