Field Service Technician

Field Service Technician

Role Overview: We are looking for a Field Service Technician to join our team in the Mid-Atlantic area based in Virginia, Pennsylvania or Maryland. As a Field Service Technician, you will be responsible for on-site installing, maintaining, and repairing of Kodak, and multi-vendor systems, which may include hardware, software and networking products, including operating systems to required standards outlined in training, SOPs and product support updates. Works to maintain all equipment in optimal working order, efficiency and condition to ensure customer is meeting, or exceeding, product uptime expectations. Enhances customer satisfaction by communicating all service engagements, resolutions, training engagement, preventive maintenance and configurations, which may impact product performance to proper customer contact prior to leaving each service engagement. Effectively manages assigned customer/territory, including immediate engagement, proper customer communication, needed escalations, required follow up and identification of potential sales leads.

Responsibilities: The Field Engineer is responsible for installation and optimizing HW/SW/Network products and configurations at customer sites as well as diagnosing and optimizing product performance. Ensures customer satisfaction by advising customers on preventive maintenance, value of Equipment Maintenance Agreements (EMA), support services, training and configurations that will improve product performance. Responsible for overall territory management including related administration pertaining to customer calls, timely completion of service reports, expense reports and weekly time reports, as well as the tracking of preventive maintenance and upgrade requirements for assigned customers. Performs necessary servicing and preventative maintenance of equipment. System installation, maintenance and ongoing support of equipment. Provides operator training and ongoing support for customers. Ability to delight customers by developing strong relationships and striving to exceed customer expectations. Acts as customer liaison to relentlessly drive customer issues to resolution. Drives revenue growth initiatives as assigned by management. Builds and fosters strong relationships with sales partners. Educates customers on the latest corporate initiatives and products. Informs management of issues effecting personal/product performance, job duties and SOP while offering suggested improvements and innovation to enhance our service engagements. Maintains company assets in accordance with company guidelines. Effectively enters all needed information and engagements into the designated service system and/or form requirements Consistently meets all performance goals. Presents and always maintains a professional image.