TITLE:                                                         MFP Imaging Technician

DEPARTMENT:                                          Service

REPORTS TO:                                            Service Manager

JOB SUMMARY

Technical Representative will be responsible for the care and maintenance of multi-functional office equipment and will be required to maintain high standards of productivity, quality, customer service, cooperation, attendance, and professionalism; while working independently with minimal supervision. Knowledge of Sharp, Konica Minolta, Copystar, and Riso are helpful.

JOB QUALIFICATIONS

Education:      
Associates Degree in Electronics or equivalent military or trade school

Experience:     
Minimum 5 years office equipment service experience

Skills:             
Good mechanical comprehension, interpersonal and organizational skills,capable of working well under pressure, computer networking experience.       

RESPONSIBILITIES

Customer Service

• Respond to dispatched emergency service calls, reporting to the customer site within four working hours or less as dictated by customer contract.
• Properly schedule calls to appropriately manage response time. 
• Reinforce operator training issues with customer as appropriate.
• Distribute customer comment cards at the end of each service call in order for LOS  to receive feedback. 
• Utilize customer relations skills to maintain a highly professional image of our Field Service Representatives.

Troubleshooting

• Repair equipment problems to completion by making the required adjustments or replacing defective parts as necessary.
• Keep updated log to be used as a reference when troubleshooting future similar repairs.

Preventive Maintenance

• Perform scheduled preventive maintenance routines, adhering to factory specification on all customer equipment.

Network Connectivity

• Troubleshoot printing and scanning problems to determine whether issues are network or MFP related.
• Escalate issues to the appropriate resource for prompt resolution.

Administration  

·         Utilize computer based dispatch and ticketing system

• Updated preventive maintenance list
• Expense reports
• Trip Logs
• Warranty Claim Forms
• Parts Returns

Netwise Team

• Maintain positive relations at all levels throughout the organization, both within the Service Division and interdepartmentally.
• Provide coverage for other FSRs during vacations.

ESSENTIAL PHYSICAL-MENTAL FUNCTIONS AND ENVIRONMENTAL CONDITIONS

• Able to properly lift 50 pounds or less frequently, 100 pounds or less occasionally.  The highest point of any lift - overhead; the lowest point of any lift - the floor.
• Able to move 50 pounds or less frequently, 100 pounds or less occasionally.
• Able to push/pull objects with moderate effort frequently.  Maximum effort occasionally.
• Able to sit and/or stand 2 hours continuously, up to 8 hours per day.  Able to remain on feet for 2 hours continuously.
• Must be able to manipulate small objects with close eye-hand and arm-hand coordination for entire shift.
• Able to perform motor skills such as grasping, finger manipulation, pinching, bending, reaching out, twisting, turning, reaching up, wrist turning/torquing for 2 hours continuously.
• Able to effectively communicate with customer base, both orally and in writing.
• Able to see objects closely, discriminate colors, perceive depth continuously.
• Able to understand, relate to, and apply concepts on a continuous basis.
• Able to remember multiple tasks / assignments given to self and others over long periods of time continuously.
• Able to drive vehicle from site to site in order to provide technical support for our customers. Valid driver’s license, automobile insurance and own transportation required.

WORKING CONDITIONS 

Involves outside field service in metro and rural areas, servicing equipment in customer offices.  Considerable driving necessary, unrestricted driver's license required.

NOTE: This is a general description of the duties and responsibilities most frequently required of this position. The company may from time to time request that the incumbent perform other related tasks and assume reasonable responsibilities that have not been specifically included in this description