Service Engineer

Responsible for effectively and efficiently servicing office machines, maintaining good customer relations, and proper and timely completion of documentation.

Primary Job Duties/Responsibilities

REPAIR/SUPPORT:

• Effectively troubleshoot customers concerns on-site or in shop for electronic, mechanical, software, or copy quality problems and make appropriate repairs.
• Diagnose machine network connectivity problems and provide appropriate support or consultation.
• Maintain proper response time.
• Manage assigned territory to properly service customers' needs in a time efficient manner.
• Identify and train key operators at all digital/analog machine installations. Report key operator information to dispatch.

CUSTOMER RELATIONS:

• Listen to and resolve customer concerns in a timely manner.
• Immediately report any customer concerns that have not been resolved to the customer's satisfaction to the Service Manager.

DOCUMENTATION:

• Prepare accurate and complete work orders and secure customer's signature on billable calls.
• Submit work orders after the completion of every service call. Accurately record both total and print meter readings on each and every connected machine.

WORK AREA/TOOL KITS/VEHICLES:

• Maintain work area and tools in a neat, clean, and orderly manner.
• Maintain proper inventory of tools in tool kit and support materials.
• Keep vehicles neat and clean.
• Maintain proper parts and supply inventory in vehicles at all times.

SALES:

• Actively promote sales of maintenance agreements, machine supplies, and digital connected machines.
• Obtain and submit leads for new machine sales.
• Actively market services provided (i.e. printer repair opportunities).

TRAINING:

• Attend training seminars as required.
• Attend service meetings to keep updated on latest service bulletins and latest service procedures.

OTHER DUTIES AS MAY BE ASSIGNED