Field Service Technician

This position is for an onsite customer dedicated position in the Maclean, VA area. Responsible for the overall remedial and scheduled service for customer devices under contract.

Provides quality service execution performance to meet or exceed Customer commitments resulting in high levels of Customer Satisfaction.

Daily functions of this role include :

• Work within multiple systems to accept and respond to dispatched service and supply calls within Customer SLA commitments.
• Accurately diagnose, repair & maintain product(s) and accessories in peak operating condition within published electrical, mechanical, and print quality specifications.
• Effectively schedule calls to manage SLA requirements across assigned activities.
• Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status, and closure.
• Assist customer with any reported issues or questions on customer product(s).
• Train Customer on appropriate usage of customer product & features.
• Ensure proper repair and maintenance procedures are performed on identified device(s) and Total Service Call Procedures are completed prior to leaving customer site.
• Follow prescribed administration procedures to ensure proper collection and reporting of required data, including, but not limited to;

call acceptance, status updates, call closure and debrief, parts return and tracking.

• Manage local part inventory and ensure accurate tracking of inventory levels and transactions.
• Provide Meter Reads on Devices as needed.
• Present a positive image through proper attire, communication skills and personal grooming.

ADDITIONAL RESPONSIBILITIES :

• Assumes other special activities, responsibilities, and special projects from time to time as directed.
• Work closely with Operations and Project Team’s during implementation and deployment of print technology and support services, including inventory collection and management, MADC tracking, and consumables management while monitoring adherence to all SLAs
• Conduct Train-the-Trainer and End User training as necessary; coordinate support for improved service diagnostics
• Conduct printer assessments to optimize fleet and ensure customer standards are met.

EXPERIENCE AND SKILLS :

• 2 - 5 years experience in servicing printers, hard copy devices, or imaging products preferred.
• Strong electro-mechanical aptitude.
• Excellent driving record.
• Valid VA driver’s license.
• Reliable Transportation Required
• Sound administrative & computer skills.
• Microsoft Office Suites is Desirable
• Experience and detailed knowledge of Lexmark desirable
• Ability to frequently and properly lift up to 60 pounds.

Government Background check required.

PERSONAL CHARACTERISTICS :

• Excellent communication skills, written and verbal.
• Customer service orientation
• Positive attitude
• Ability to learn quickly.

EDUCATION

High School Diploma or GED

How to Apply ?

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We are proudly an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, color, religion, gender, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression.

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