What are the responsibilities and job description for the SERVICE TECHNICIAN II position at Milner Inc?
Job Title: Technician II
Branch: 61
Department: Service
Reports to (Title): Service Manager
Date: 12/15/2015
BASIC FUNCTION
Primary Responsibility: The Technician II is responsible for performing installation, maintenance, trouble shooting and repair of assigned equipment in assigned territory with general supervision and minimal assistance.
WORK PERFORMED
ADA DUTY % TIME
E
Maintain assigned territory without customer complaints within response time set up by company.
- Follow total equipment checkout procedures on every call.
- Implement proper usage of parts, tools, test equipment and storage procedures.
- Repair equipment without recalls or delay. Maintain schedule. Avoid unnecessary trips or extra calls.
- Encourage purchase of maintenance contracts and accessories; pursue sales leads and support contests.
- Provide assistance to other technicians with troubleshooting and preventative maintenance procedures.
60%
E
Participate in training and self-study programs to gain and maintain appropriate product knowledge.
10%
E
Complete equipment installations according to schedule. Train customers in all operations of assigned equipment when scheduled.
5%
E
Communicate with customers, dispatch personnel, and service manager to resolve problems in an expedient manner.
10%
E
Complete required paperwork in an accurate and timely manner.
5%
E
Ensure accurate billing for contracts and/or services rendered. Maintain current account status through collection efforts, collect meters, recon equipment, pick up checks and purchase orders, etc.
5%
NE
Perform other duties as required.
5%
EDUCATION REQUIREMENTS
- Associates degree in electronics or equivalent military training.
- A certification or equivalent.
- Demonstrated skill in troubleshooting and repair of assigned equipment.
EXPERIENCE REQUIREMENTS
Six to twelve months experience as a Technician 1 or similar position with another company.
Experience required in the following areas:
- Computer networking.
- Server operating systems.
- Apple operating systems.
- Advanced network training and experience
- Experience installing network systems in the field
Additional skills required:
- High level of network systems and troubleshooting
- Excellent verbal and written communication skills.
- Excellent customer service skills
- Ability to diagnose and troubleshoot methodically and efficiently.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
WORK ENVIRONMENT
- Work in areas which require attention to detail in a varied environment.
- General office environment. May spend long hours sitting or standing.
- Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
- Frequent walking, standing, stooping, crouching.
- Requires finger dexterity.
- Some exposure to chemicals and risk of electric shock.
- Frequent local driving to customer sites with varied office, factory distribution, retail, etc., environments.
SPECIAL REQUIREMENTS
- Employee must complete required courses as described by Human Resources for all employees.
- This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.
- Must complete required courses for Technicians as specified.
- Valid driver’s license, reliable transportation and appropriate insurance are required.
BUDGET RESPONSIBILITY
- Secure and maintain work environment; PC, Phone and other assigned equipment.