Master Service Technician - Document Solutions

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

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

This is a master level position in a territory assignment which requires a high degree of troubleshooting and the capability to handle the full array of products serviced by DOCUmation. The Master Technician is responsible for the timely and cost-effective maintenance and repair of office product equipment and for promoting and maintaining a high level of customer satisfaction.

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


• Business skills


• Communications – verbal and written


• Planning and organizing, (work management)


• Teamwork (cooperation)


• Work standards (concern for quality)


• Follow Up 

Education & Certification

• Minimum: High School Diploma or GED; AA Degree or equivalent technical training


• Experience working on Xerox, Ricoh, Konica-Minolta, Riso Copiers/Printers preferred


• A+ / N+ Certification desired


• 6 Manufacture Training Classes


• PA Rating / exceeds requirements

Physical Requirements

• Ability to lift up to 50 lbs.


• Ability to stand, bend, and kneel for extended periods.


• Manual dexterity to handle small components and tools.

Benefits

• Generous Paid Time Off (PTO) policy.


• Parental and caregiver leave.


• Tuition reimbursement.


• Quarterly bonuses for eligible positions.


• Paid holidays.


• 401(k) plan with employer match.


• Free employee-only health insurance.


• Paid Volunteer Time Off (VTO).


• Pre-paid legal coverage available.


• FSA and HSA options.

DOCUmation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, national origin, disability, or protected veteran status.