Master Service Technician

Position: Master Service Technician
Department: Service
Reports To: Field Service Manager
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: San Antonio

Company Overview
DOCUmation is a privately-owned technology solutions company that provides IT, print, and software-managed services to businesses and other organizations through Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 30 years.

Description
We’re looking for a skilled and motivated Service Technician who enjoys troubleshooting, solving complex issues, and delivering great customer service. In this role, you’ll work independently in the field, supporting a wide range of office technology equipment while helping maintain strong customer relationships.

This Master Service Technician role is also known as a Field Service Technician, Copier Technician, or Printer Technician, supporting office equipment in the field.

Responsibilities

• Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction


• Assist with the development of AEs assigned to the Field Service Team through technical assistance and product symptom / solution sharing


• Manage the utilization of assets and resources to achieve targeted financial results and create superior value for DOCUmation and our customers


• Analyze customer needs, recognize business opportunities, and influence sales volume growth


• Communicate and interact with customers, field service, sales, management, and administration in a way that is courteous,       positive and professional


• Complete all administrative aspects of the job on-time and error-free


• Provide accurate feedback with call close information, parts usage reporting and customer meter readings


• Perform other activities that support DOCUmation and our service organization

Experience & Required Skills

• 5+ years at an Associate or Entry Level Technician position preferred


• Technical knowledge/skills


• Analysis (problem identification)


• Attention to Detail


• Customer Service Orientation


• Basic business and communication skills (verbal and written)
  
  
  

Education & Certification

• High School Diploma or GED required; additional technical training or associate degree is a plus


• Experience working on Xerox, Ricoh, Konica-Minolta, or Riso copiers/printers is preferred


• A+ / Network+ certification or similar are a plus


• Manufacturer training and certifications are valued but not required


• Performance ratings or equivalent experience demonstrating strong technical ability

Physical Requirements

• Ability to lift 50 pounds and transport equipment parts and boxes

Special Requirements

• Must have a valid Driver’s License and acceptable driving record 

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.