What are the responsibilities and job description for the Field Service Technician position at AIS?
Job Details
Description
AIS is a Premiere IT Business Technology Company headquartered out of North Las Vegas, NV with additional branches in Southern California. This career opportunity is ideal for a consistent, and thorough Field Service Technician. If you are looking for a diverse service technician role where you will gain experience with fixing varying machines, answering service calls, and scheduling then this is the role for you.
AIS’s Core Values: We Adapt and never lose our Integrity to Surpass expectations- We are AIS-NOW are aligned with AIS Mission Statement: Our mission as a Company is to Exceed our customers’ expectations by providing unparalleled business solutions with leading edge technology products, coupled with unmatched service, supplies and support. Our foundation of work ethic, integrity, and teamwork enable us to work within a culture that cares about our customers, our community and each other.
Purpose: The Purpose of this role is to support AIS’s purpose of providing technology that works for our clients and revolutionizes their business while providing service they’ll fall in love with.
Major Goals:
- Own the entire customer service experience
- Attend to service calls and customer site needs as they emerge with a customer satisfaction rating of 95% or greater
- Submit accurate and timely administrative duties/tasks
Toughest Parts of the Job:
- Learn multiple disciplines (Copiers/Printers, Telecom, and Managed IT Services)
- Learn AIS as a company of culture, people, and processes
- Balance the multiple demands and competing priorities of the position
- Respond to service calls within 4 working hours or less as detailed in customer contract
Job Functions: The Field Service Technician is a critical member of our service team responsible for exemplifying our culture, assisting customers, and performing maintenance of office equipment hardware.
Daily tasks include but not limited to:
Customer Service
- Respond to dispatched service calls, reporting to the customer site within 4 working hours or less as detailed by customer contract.
- Properly schedule calls to appropriately manage response time.
- Reinforce operator training issues with customer as appropriate.
- Utilize customer relations skills and impeccable customer service to maintain a highly professional image of our Field Service Representatives and AIS.
- Assist in maintaining customer network documentation.
- Remotely support desktops and user issues via phone, email, and remote access tools and onsite at client locations.
Profitability
- Identify cost savings mechanisms in the course of doing business and throughout the AIS organization and make recommendations.
- Relay client requests for purchase of additional services or equipment
Troubleshooting
- Repair equipment problems to completion by making the required adjustments or replacing defective parts as necessary.
- Keep updated log to be used as a reference when troubleshooting future similar repairs.
- Install and maintain equipment at client locations.
Preventive Maintenance
- Perform scheduled preventive maintenance routines, adhering to factory specification on all customer equipment.
Administration - all administrative requirements are to be submitted accurately and timely to include:
- Work order tickets
- Updated preventive maintenance list
- Expense reports
- Trip Logs
- Warranty Claim Forms
- Parts Returns
Company Property
- Maintain effective control and care of all company property (i.e. vehicles, tools, stocked parts inventory, etc.).
AIS Team
- Maintain positive relations at all levels throughout the organization, both within the Service Division and interdepartmentally.
- Provide coverage during vacations.
- Other Duties as Assigned
Working Conditions:
- General working hours are Monday Friday, 8 am 5 pm
- Travel as needed to support AIS’ office locations and customers
- Deliver on Company mission, vision, and core values
Qualifications
Knowledge and Skills:
- Education: Associates Degree in Electronics or equivalent military or trade school
- Experience: 1 Year IT support experience
- Hands on knowledge of troubleshooting and repairing copiers and printers, MFPs; specifically Kyocera, Xerox and HP.
- Skills: Thorough knowledge of basic electronics; strong mechanical aptitude
- Able to properly lift 35 pounds or less frequently, 50 pounds or more occasionally. The highest point of any lift - overhead; the lowest point of any lift - the floor.
- Able to push/pull objects with moderate effort frequently. Maximum effort occasionally.
- Able to sit and/or stand 2 hours continuously, up to 8 hours per day.
- Able to remain on feet for 2 hours continuously.
- Must be able to manipulate small objects with close eye-hand and arm-hand coordination for entire shift.
- Able to perform motor skills such as grasping, finger manipulation, pinching, bending, reaching out, twisting, turning, reaching up, wrist turning/torquing for 2 hours continuously.
- Able to effectively communicate with customer base, both verbally and in writing.
- Able to see objects closely, discriminate colors, perceive depth continuously.
- Able to remember multiple tasks/assignments given to self and others over long periods of time.
- Able to drive vehicle for onsite client issues.
- Valid driver’s license and automobile insurance.
Behavioral Characteristics:
- Approach situations in a calm, easy-going manner
- Emotionally controlled
- Ability to use one’s resources effectively
- Works cooperatively with others
- Work well in isolation on tasks
- Exercise good memory and excel at jobs requiring persistence for extended periods of time
Salary : $35,000 - $60,000