Customer Service Technician Job Description Template
Our company is looking for a Customer Service Technician to join our team.
Responsibilities:
- Communicate technical and escalated issues to the Regional Support Manager and Technical Advisor team;
- Provide Sales assistance in demos and/or customer visits;
- Working with the Scheduler team, manage and perform Preventative Maintenance on trained equipment;
- Complete all required reporting procedures related to the maintenance and repair of the equipment;
- Accounts for all time and activity by recording information through the proper tracking system;
- Monitor and manage the return of all parts;
- Analyze and evaluate equipment performance;
- Provide desk side support to include device setup, brief trainings, and mobile device PKI encryption configuration;
- Provide technical support to other technicians as needed;
- Device troubleshooting and installation for wireless access to internet, email, calendar, air cards, cell phone, and applications;
- AirWatch MDM user account administration;
- Monitor critical accounts and actively participate in support activities to accomplish quick and effective problem resolution;
- Coordinate with VA staff to initiate phone number activations, suspensions, terminations, and feature add-ons;
- Serves as on-site customer contact for technical and service-related problems;
- Submits prompt, accurate expense reports.
Requirements:
- Repair experience in the CTP and inkjet environment; with Wide Format and/or HSIJ (high-speed inkjet), experience a plus;
- Requires a valid state driver’s license (Real ID compliant), and passport;
- High School Diploma or GED Equivalent;
- Extensive knowledge in electronics or 5+ years field territory assigned experience;
- Two-year electronics or mechanical engineering degree or equivalent in field experience;
- Computer skills with emphasis on operating systems and hardware;
- 5 or more years experience servicing High Speed Inkjet presses and related equipment;
- Must be able to travel extensively;
- Continued employment contingent on successful completion of 30, 60, and 90-day probationary milestones;
- A driver’s license and clean driving record is required;
- Associates/technical degree preferred or combination of education and experience;
- Must maintain great relationship skills and demonstrate the following competencies;
- 1-2 years’ service work desirable;
- Mastery of Preventative Maintenance (PM), diagnostics & repair on core products as required.