Senior Service Technician

Overview

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability and a sense of urgency all while putting knowledge to work to drive change.

In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with.

As a Senior Service Technician, you will assist the service manager or director with assisting fellow technicians on service calls. You will be responsible for providing a high level of service to our clients by maintaining optimum performance of their MFPs and printers. You will complete emergency service calls as well as preventative maintenance calls at the customer’s location. The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

• Assist fellow technicians in resolving difficult service issues.
• Provide a minimum of Level 1 connectivity support (for contract devices) to customer or customers designated network support department.
• Travel to customers’ locations to complete service calls according to company policies
• Accurately diagnose, repair and maintain equipment in optimum operating condition at customers’ locations.
• Manage and maintain a highly accurate car stock parts inventory.
• Provide on-going key-operator training to enhance user productivity, increase machine uptime and reduce service tickets.
• Project a positive company image through proper attire, personal grooming, exceptional communication skills, and excellent customer service.
• Report poor machine performance at first suspicion to manager.
• Keep current with new technology through off-site manufacturer’s classes and online training.
• Collaborate with customer service team to receive, prioritize, and accurately close service calls.
• Maintain current KPI requirements for position.
• Perform other duties as assigned.

• Minimum 5 years mechanical and electrical support experience, within office product industry.
• Network connectivity skills to conduct single unit installations without assistance and the ability to interface with customers IT contacts. Must also be able to provide network connectivity assistance to teammates and customers including remote assistance.
• Formal training of at least 10 current models (any manufacturer).
• Minimum training 2 current KDA or other manufacturer’s online apps or “connectivity” courses.
• Must be able to install/re-install/diagnose a network MFP (includes scanning).
• Maintain 80% annual first call fix rate.
• Valid driver's license with an excellent driving record.
• Ability to travel to and from customers within the subsidiary’s customer base.
• Ability to read and follow technical schematics and service manuals.
• Ability to troubleshoot electrical and mechanical failures.
• Excellent communication skills.
• Able to work independently, under pressure at customer locations and to accept direction on given assignments.
• Physical requirements:
  
  ability to bend, lift 50 pounds.
• Strong customer service skills.
• Preferred: A+ and/or Net+ certification or equivalent industry experience.

This is a general description of the duties and responsibilities most frequently required of this position. The company may from time-to-time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description.

Kyocera Document Solutions America, Inc is a group company of Kyocera Document Solutions Inc., a global leading provider of total document solutions based in Osaka, Japan. The company’s portfolio includes reliable and eco-friendly MFPs and printers, as well as business applications and consultative services which enable…