Customer Service Technician

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.