Field Service Technician

Field Service Engineer / Technician

Department: Service

Reports to: Director of Service

This position is responsible for the installation, service and maintenance of customer-owned or leased copier / multi-functional / printer equipment within our servicing territory. Providing knowledgeable, honest and reliable service with integrity helps maximize customer retention, which is a pivotal component to our company’s continued success.

Description (Summary/Objective):

The Field Service Engineer works daily to provide exemplary customer service in a wide variety of office environments while servicing and maintaining office equipment. This mechanically-inclined person understands the proper workings of business machines and possesses the know how to independently diagnose and troubleshoot problems. This individual is responsible for managing a personal inventory of parts and supplies necessary to repair equipment in the field. This job can pay between $43,000 and $85,000 depending on skills, training, certifications, and leadership experience.

Duties and Responsibilities (Essential Functions):

The Field Service Engineer is assigned to a service team led by a Senior Field Service Engineer and will work directly with the Director of Service and other members of the Service Department. Specific responsibilities for this position include, but are not limited to:

• Receive dispatched service calls and ensure prompt response time
• Perform full range of service, repair and preventive maintenance function
• Demonstrate technical skills necessary to diagnose and troubleshoot equipment
• Facilitate the resolution of machine issues and effectively communicate with the customer throughout the process
• Meet and exceed appropriate productivity levels relative to tasked assignments
• Provide installation, key operator and customer training as requested
• Maintain certifications, training levels and working knowledge of assigned units
• Satisfy all internal reporting requirements within a timely manner
• Stock and manage personal inventory of DCA-owned parts and equipment and follow approved policies and procedures for inventory controls
• Participate in periodic Service Department meetings, open houses or other company-sponsored client-relations events
• Capacity to protect proprietary and confidential information
• Work as needed with internal departments to ensure a seamless and positive experience for the customer
• Maintain and consistently present a professional image
• Ability to work overtime, weekends and holidays optional or as part of a rotation as needed

Supervision (Supervisory Responsibilities):

While this position has no direct supervisory responsibilities, the Field Service Engineer may periodically be called upon to assist with training new Field Service Engineers. DCA is a growing company and as such this position could lead directly to a Team Leader (management) role in a short period of time based on location, skills, experience, and leadership qualities.

Knowledge, Skills and Abilities Required (Core Competencies):

• Solid mechanical aptitude and diagnostic skills
• Strong ability to work independently, yet able to work effectively as part of a team
• Confident with working under limited time constraints
• Comfortable working in confined spaces, damp or dusty locations and in hot or cold conditions (but not outdoors). Work is predominantly in an office environment.
• Good verbal communication skills
• Steady interpersonal and relationship building skills
• Frequent kneeling, bending and considerable use of hands and tools
• Possess specific vision requirements including close, distance and color vision, depth perception and the ability to adjust focus
• Proficiency in Microsoft Office Suite applications to include Word, Excel and PowerPoint
• Carry a valid driver’s license and have maintained a motor vehicle record within acceptable limits

Experience (Required and/or Preferred Experience)

• Bachelor’s degree or technical degree preferred but not required
• Previous technical service experience preferred
• Demonstrated experience working in a service-related environment or with service-related activities
• Proven abilities working in direct contact with customers