Master Service Technician

DOCUmation•Austin, TX

About The Position

The Master Service Technician is a master-level role assigned to a territory and requiring advanced troubleshooting skills and the ability to service DOCUmation’s full range of products. The position is responsible for timely, cost-effective maintenance and repair of office product equipment while promoting and maintaining high customer satisfaction. The role is based in Austin, Texas, and reports to the Field Service Supervisor. Team members receive competitive pay, bonus opportunities, a company vehicle with direct home-to-customer travel, a company phone, paid holidays, generous PTO, company-paid life and disability insurance, ongoing technical training, and career advancement opportunities. The position is full-time, non-exempt, and hourly.

Requirements

At least 5 years in an Associate or Entry Level Technician position is preferred.
Technical knowledge and skills.
Analysis and problem identification.
Attention to detail.
Customer service orientation.
Business skills.
Verbal and written communication skills.
Planning, organizing, and work-management skills.
Teamwork and cooperation.
Work standards and concern for quality.
Follow-up skills.
High school diploma or GED at minimum; an associate degree or equivalent technical training.
Valid driver's license and clean driving record.
Ability to lift 50 pounds and transport equipment parts and boxes.

Nice To Haves

Experience working on Xerox, Ricoh, Konica-Minolta, or Riso copiers and printers.
Xerox Production training.
A+ or N+ certification.
Completion of 6 Manufacturer Training Classes.
PA Rating / exceeds requirements.

Responsibilities

Maximize equipment uptime through timely response and effective, efficient repairs, providing selective customer training to support high customer satisfaction.
Assist with the development of AEs assigned to the Field Service Team through technical assistance and sharing product symptoms and solutions.
Manage the utilization of assets and resources to achieve targeted financial results and create value for DOCUmation and its customers.
Analyze customer needs, recognize business opportunities, and influence sales volume growth.
Communicate and interact courteously, positively, and professionally with customers, field service, sales, management, and administration.
Complete all administrative aspects of the job on time and without errors.
Provide accurate call-close information, parts-usage reports, and customer meter readings.
Perform other activities that support DOCUmation and its service organization.