Job Title: Service Technician

Dept: Service

Reports To: Field Service Manager

FLSA Status: Non-Exempt

Salary Range: DOE

Benefits: Benefit Eligible

Kelley Create is a dynamic and innovative company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Kelley Create seeks a talented and mechanically inclined person to join our team as a Service Technician. The primary purpose of the Service Technician is to repair and maintain office equipment for our customers. This is achieved by focusing on three key objectives: customer service, exceptional knowledge of various brands of office equipment, and a high level of professionalism. The Service Technician is responsible for ensuring an exceptional experience with minimal downtime for the customer.

JOB DUTIES AND RESPONSIBILITIES

• Perform thorough repairs on equipment, focusing on reducing repeat service calls, minimizing downtime for end-users, and executing service at the lowest possible cost.
• The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
• Meet or exceed service level targets for service ticket acknowledgment and issue resolution.
• Maintain effective client relationships and communication to foster a positive service attitude and to provide the highest quality service to all assigned areas.
• Accurately and promptly track and update service calls in Remote Tech, ensuring information is clear, thorough, accurate, and professional.
• Act as a technical and training resource for other Kelley Create Service team members on triage efforts, device technology, and some networking issues.
• Create and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices.
• Organize daily duties, prioritize critical issues, and effectively manage time to address tasks time-sensitively.
• Maintain an organized, adequate parts inventory for the equipment fleet in assigned area(s); work with the Parts Manager to ensure appropriate stock to quickly address repairs without accumulating excess or obsolete part inventory.
• Understand and adhere to established parts ordering, returns, and inventory reporting processes.
• Provide end-user training on devices or functionality as required.
• Remain flexible in role and willing to provide support to other Kelley Create Service Team members.

REQUIREMENTS

• Experience preferred in multi-function printing technologies.
• Experience in a customer-facing role.
• Must be comfortable working independently.
• Must have a natural aptitude or skill for understanding, working with, and fixing mechanical systems and machines.
• Must have a basic understanding of print drivers/connectivity.
• Must be able to lift 45 lbs.
• Personal Vehicle.
• Valid Driver's License.
• Proof of Car Insurance.
• Ability to pass a background check.

Competencies:

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer service—the individual manages difficult client situations, responds promptly, solicits feedback to improve service, responds to service requests, and meets commitments.
• Communication – Good listening; successfully working with customers and coworkers with diplomacy and tact.
• Problem-solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.
• Planning/organizing—the individual prioritizes and plans work activities and uses time efficiently.
• Quality control—the individual demonstrates accuracy and thoroughness, monitors their own work to ensure quality, and applies feedback to improve performance.
• Quantity—meets productivity standards and completes work in a timely manner.
• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and is able to deal with frequent change, delays, or unexpected events.
• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.
• Safety and security—the individual observes safety and security procedures and uses equipment and materials properly.

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the required knowledge, skill, and/or ability.

Education/Experience:

High School Diploma or general education degree (GED); or 6 months of fine finger dexterity or equivalent combination of education and experience.

Certificates and Licenses:

None required.

Language Skills:

Read and comprehend simple instructions, short correspondence, and emails; write simple correspondence; effectively present information to customers and other employees in one-on-one and small group situations.

Math Skills:

Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability:

Apply common sense and understanding to carry out instructions furnished in written, oral, or diagram form to deal with problems involving several concrete variables in standardized situations. Identify problems, gather information, and offer solutions.

Computer Skills

Proficiency with Microsoft Word, Excel, and Outlook is required.

Physical Demands and Work Environment:

The physical demands and work environment described below represent the positions' activities and surroundings. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

The work is typically performed in an office or warehouse environment, with a moderate noise level.

While performing the duties of this job, the employee is regularly required to stand and kneel for long periods of time. The employee must also be able to drive to the site where the work must be done. The employee must be able to reach with hands and arms to repair machinery throughout the day. Vision is required as the incumbent is required to read and respond to documents in hard copy and electronic form.

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Vacation
• Paid Holidays
• Ongoing training opportunities

Equal Opportunity Employer

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.