Production Field Service Technician

UBEO Business Services, the premier provider of business technology products and services, is seeking to hire a Field Service Production Technician to join our team in Raleigh-Durham-Chapel Hill Area

UBEO is a distributor/servicer of document equipment and software solutions. Primary products include Canon, Ricoh, Xerox and Konica Minolta multi-functional equipment and Kyocera printers. UBEO specializes in electronic document management software and integrations. 

Department: Service
Reports To: Field Service Manager
FLSA Status:  Full Time/Non-Exempt 

Purpose

This is an allocated position reserved for our most advanced and certified technicians. The position manages a territory assignment of primarily high volume production machines with a high degree of troubleshooting ability and is capable of handling both the hardware and software associated with these units. The individual is responsible for the timely and cost-effective maintenance and repair of production equipment and for promoting and maintaining a high level of customer satisfaction with UBEO BUSINESS SERVICES customers, thereby influencing the sales of our office equipment and print solutions.

Supervision

Supervised

Responsibilities

The primary responsibilities of this position is as follows:

• Specializes in the repair of high-volume segment 5 and 6 as well as wide format
• Specializes in the repair of all pre and post equipment attached to production product
• Able to perform basic installation and repair of all connectivity related products
• Maximize equipment up-time through timely response and effective and efficient repair with selective customer training to ensure high levels of customer satisfaction
• Is a master of communication and keeps the customer and our sales partners informed of any equipment issues
• Utilizes and adheres to all published escalation guides. Utilizes all resources to achieve targeted performance results including both internal and manufacturer
• Completes technical training on new equipment as required
• Analyze customer needs, recognize business opportunities, and influence sales volume growth
• Effectively executes territory management, administrative, call management, and escalation procedures
• Effectively manages large parts and supply inventory with a high degree of accuracy
• 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
• Always exhibits a professional appearance
• Available to work shifts, standby, and on-call as required
• Perform other activities that support UBEO BUSINESS SERVICES and our service organization

Contacts

Internal: Exempt, Non-Exempt
External: Prospective Customers, Current Customers, Vendors

Job Related Dimensions

• Technical knowledge/skills
• Analysis (problem identification)
• Attention to Detail
• Customer service orientation
• Business skills
• Communications - verbal and written
• Planning and organizing, (work management)
• Teamwork (cooperation)
• Work standards (concern for quality)
• Follow-up

Qualifications

• High School or GED
• Associate Degree or equivalent technical training
• Successful completion of:
  • A+ Certification (or equivalent experience)
  • 2+ year experience supporting general line equipment
  • Strong Computer literacy

Physical Demands & Work Environment

• Ability to operate a motor vehicle for travel to client sites
• Ability to stand/walk for prolonged periods at times
• Ability to lift 50+lbs on occasion

UBEO offers a competitive compensation package. UBEO also offers an excellent benefits package which is a significant part of our employee's total compensation. We strive to provide a broad range of competitive benefits designed to meet your personal needs and priorities. Our comprehensive benefits package includes:

• Choice of medical, dental and vision plans that provide our employees and their families with high-quality healthcare, including orthodontia for both adults and child(ren)
• Generous Company Paid Health Reimbursement