About the position
For over 35 years, Peak Technologies has been at the forefront of providing end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. The Field Service Technician will provide service and support for Peak Technologies supported equipment, in a timely manner, including, but not limited to, installations, repair, preventative maintenance, calibration and sales support. The technician will maintain an organized, proactive system of territory management, utilizing current management reports and data provided. The role requires the ability to develop contingency and effective support plans for necessary guidance from senior peers, continually evaluate and implement efficiency improvements in territory operation, and promote high customer satisfaction levels while achieving results across all key areas of the business with little supervision or direction.
Responsibilities
- Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
- Maintain proper and accurate inventory for the purpose of service and follow approved policies and procedures for Inventory Controls.
- Provide accurate and timely documentation that details field activity, expenses, time reporting, and other information as required.
- Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
- Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA's and resolution status.
- Regularly interact and build strong relationships with internal and external customers.
- Develop a working knowledge of Corporate and Service Department procedures and policies.
- Installs, maintains, and repairs forms handling equipment (FHE).
- Takes ownership of position and proactively engages in coordinating and scheduling servicing activities based on regional demands and priorities.
- Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results.
- Continuous training and self-development to learn Peak-Ryzex products and applications.
- Complies with all safety policies, practices, and procedures.
- Performs other duties/special projects as assigned.
Requirements
- Near expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
- Associate Degree desired or 2-4 years of equivalent work experience in field service, IT, or a similar industry.
- Certification in information technology or process improvement desired.
- Strong computer skills and phone application skills using Microsoft Windows based programs.
- Self-starter and motivated to perform effectively during times of high demand.
- Must have a valid driver's license and maintain a safe driving record.
- Must be able to lift 50lbs without limitations or constraints.
- Ability to work from home with minimal supervision or guidance.
- Be able to travel throughout the country.
- Be able to perform in high pressure environments.
Nice-to-haves
- Experience in customer service and relationship management.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to prioritize and handle multiple tasks simultaneously.
Benefits
- Competitive hourly wage starting at $25/hr.
- Opportunities for continuous training and self-development.
- Flexible working environment with a home office setup.
