Field Services Support Representative

Corporate HR Specialist

Field Services Support Representative

POSITION PROFILE

This position is designed as an entry level technician position to service and repair a variety of company products. Provides installation, preventative maintenance, connectivity/networking adjacencies and routine service on small printer, low end segment devices at customer locations usually within a specific geographic area.

Job Duties and Responsibilities

· Achieves expected productivity levels associated with assigned workload and level of experience.

· Takes responsibility for territory, inventory and customer relationships and escalates appropriate issues in a timely manner.

· Demonstrates good technical and customer relation skills.

· Invoices for services outside of contractual obligations.

** Demonstrates Technical Expertise*
* · Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.

· Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing standalone and network devices including scanning and @remote type technologies.

· Performs effective troubleshooting and repairs or replaces equipment components as necessary.

· Demonstrates required digital competencies associated with assigned products and level assignment.

· Completes technical training on new technologies as assigned.

** Supports Territory*
* · Effectively executes all required territory management and call handling procedures.

· Works closely with sales partners to maximize leads and upgrade opportunities.

· Maintains and manages parts inventories with a high degree of accuracy.

· Assist with calls in support of other calls on vacation/training.

· Completes all required administrative tasks in an accurate and timely manner.

· Complies with all company policies.

** Customer Service*
* · Interacts with external customers for the purpose of determining service needs ensuring overall high level of customer satisfaction.

· Exhibits professional appearance and professional demeanor at all times.

· Maintains productive, professional relationship with all company personnel, contributing to the overall success of the team.

· Responsible for maintaining a "car stock" inventory.

· Performs other duties as assigned.

** Qualifications (Education, Experience and Certifications)*
* Typically

Required:

· Requires high school diploma. Completed classes and experience involving computers, electronics, mechanics, basic network and basic connectivity and printing software application is desired.

· Requires a valid state driver's license and minimum level of auto insurance coverage per company policy as position entails extensive use of personal car while on company business.

KNOWLEDGE,

Skills And Abilities

· Requires some working knowledge of electro-mechanical devices, electrical circuitry, electronics and elementary levels of networking competency.

· Utilizes available tools and resources to demonstrate logical troubleshooting approach to resolving problems.

· Possesses strong interpersonal and verbal, written, as well as phone etiquette communications skills.

· Possesses excellent customer service skills including ability to follow up to ensure closure of issues.

· Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.

· Can follow pre-established guidelines, analyze and manage equipment issues to resolve equipment requirements for repair, routine maintenance and installation.

· Proficient with mobile technology and associated operating systems.

** Working Conditions, MENTAL aND PHYSICAL DEMANDS*
* · Typically works in an office environment with adequate lighting and ventilation, and normal range of temperature and noise.

· Extensive daily travel in an automobile between customer locations is usually required. Assignment of a "walking territory" within a limited urban area would require extensive travel by foot. It is necessary that all travel be done in a wide variety of weather conditions. Work may also include working outdoors at times.

· Working…