Service Technician

 DEX JOB DESCRIPTION

Job Title

Services Technician

Job grade

Job Family

Job Sub - Family

Job ID

Effective Date

03/03/2022

JOB SUMMARY

Services Technicians must be mechanically inclined, extremely reliable and trustworthy. They should be comfortable working independently and have excellent communication skills. In this role, Services Technicians perform diagnostics, service repairs and maintenance work on customer and dealer-owned copier equipment. by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide service and customer support during field visits or dispatches.
• Tie workflow to schedule.
• Manage all on site installation, repair, maintenance and test tasks.
• Diagnose errors or technical problems and determine proper solutions.
• Produce timely and detailed service reports.
• Documents service and installation actions by completing forms, logs, and records.
• Operate vehicle in a safely manner and use field automation systems.
• Follow all company’s filed procedures and protocols.
• Cooperate with technical team and share information across the organization.
• Comprehend customer requirements and make appropriate recommendations/briefings.
• Updates job knowledge by participating in educational opportunities; reading professional publications.
• Build positive relationships with customers.
• Diagnose and support entire machine systems and in assist customers within the field operation and adjustments.
• Completes technician comments in a timely manner for the assigned work and turns in necessary paperwork.
• Works as part of a cohesive team within the shop to meet customer needs.
• Follows all safety practices of the organization when completing work assignments.
• Helps to maintain company vehicles, inventory and tools in proper working condition.
• Maintains knowledge on existing products and pursues additional technical and product knowledge by actively participating in the training programs of the dealership. This includes manufacturer training and on the job training.
• Maintains communication with the customer and answers questions relative to the work being performed. Makes recommendations for additional work that needs to be completed.   

MANAGEMENT AND SUPERVISORY RESPONSIBILITY

• Typically reports to Management Direct Supervisor job title(s) Typically include: TITLE  
• Job is directly responsible for managing other employees (e.g. hiring/termination and/pay decisions, performance management. Job title example(s) of employees directly supervised:   

JOB QUALIFICATIONS

KNOWLEDGE REQUIREMENTS

• Position requires extremely perceptive person, who can relate to individuals at all levels.
• Service technicians must be able to manage service calls that require more time than anticipated without becoming frustrated or rushing through a job.
• Must possess superb customer service skills and an ability to diagnose and solve problems from non-technical descriptions provided by their customers.
• Completes additional tasks and assignments as requested by the Service Manager.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Associate degree (A. A.) or equivalent from two-year college or technical school.
• Six months to one-year related experience and/or training; or equivalent combination of education and experience.

WORKING CONDITIONS

• Regular business hours. Some additional hours may be required.
• Travel requirements: Domestic: Up to 20%
• Climate controlled office environment during normal business hours.

PHYSICAL REQUIREMENTS

Sitting

Up to 7 hour(s) a day

Lifting

Up to .5 hour(s) a day, up to 50lbs max. ^

Walking

Up to 2 hour(s) a day

Pushing/ Pulling

Up to .5 hour(s) a day, up to 50lbs max. ^

Standing

Up to 4 hour(s) a day

Climbing

Up to .5 hour(s) a day

Bending/ Squatting/Stooping

Up to 1 hour(s) a day

Stairs

Up to .5 hour(s) a day

Reaching

Up to 2 hour(s) a day

Ladder

Will not apply generally

Balancing

Will not apply generally

Step stool

Will not apply generally

Twisting

Up to 1 hour(s) a day

Excessive heat exposure

Will not apply generally

Crawling

Will not apply generally

Excessive cold exposure

Will not apply generally

Hands in water

Will not apply generally

Dust exposure

Will not apply generally

Kneeling

Up to 1 hour(s) a day

Lound noise exposure

Will not apply generally

Data Entry/Typing

Up to 4 hour(s) a day

Humidity exposure

Will not apply generally

Unusual hearting or vison demands: None Specified

^Other physical demands or notes: Employees should not attempt to lift pull or push a load excess of 50lbs without assistance. Care should always be taken when lifting, punching, or pulling in an awkward position.