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Position: Master Service Technician
Department: Service
Reports To: Field Service Manager
Salary grade: DOE
FLSA Status: Full Time / Non-Exempt / Hourly
Location: Odessa/Midland, TX

Company Overview

DOCUmation is a privately held technology solutions company that provides IT, print, and software-managed services to businesses and other organizations throughout Texas. Headquartered in San Antonio, TX, our company has been serving customers for more than 35 years. Our core values guide everything we do, and we employ a high character, high quality team.

Position Summary 

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.

Essential Duties and 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.

Qualifications and Skills 

• 5+ years at an Associate or Entry Level Technician position preferred
• Technical knowledge/skills
• Analysis (problem identification)
• Attention to Detail
• Customer service orientation
• 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 Kyocera, Xerox, Ricoh, Konica-Minolta, Riso Copiers/Printers preferred
• A+ / N+ Certification desired
• 6 Manufacture Training Classes preferred
• PA Rating / exceeds requirements

Physical Requirements

• Ability to lift 50 pounds and transport equipment parts and boxes

Special Requirements

• Must have a valid Driver’s License and a clean driving record.

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.
• Paid Volunteer Time Off (VTO)
• Pre-paid legal coverage available
• FSA and HSA options

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice to meet the needs of the organization.