Field Service Technician

Role Description

Plan and co-ordinate activities related to installing, servicing and maintaining various products at print and sign suppliers throughout the region, working closely with fellow service technician(s) to provide the best service response for both the customer and ND Graphics. Provide telephone support nationally as needed. Proactively support sales efforts and service revenue generation. Must be able to communicate fluently in both
French and English.

Duties and Responsibilities

• Unpack and install products at customer's facility. Ensure full functionality according to product specifications.
• Conduct training on the proper operation, maintenance and use of the products.
• Respond to dispatched calls by contacting customer within 2 hours of receipt of call.
• Schedule appointments with customers and maintain a current and running dialogue related to all service activities.
• In conjunction with the National Service Administrator, self-manage and prioritize own workload and schedule.
• As directed by the National Service Administrator, provide national telephone support and diagnose customer issues over the phone. Provide feedback through the service management system as to what steps are necessary if on-site support is needed.
• Analyze, troubleshoot and develop a course of action that brings about repairs in the shortest time possible using only the necessary parts or supplies. This includes both on-site and telephone support.
• Travel to support customers nationally as directed by National Service Administrator.
• Request parts and provide necessary information to service administrative staff.
• Provide information for service quotes to service administrative staff and follow up with customer as necessary.
• Complete service reports on-site and obtain customer signature upon completion of repairs.
• Stay current on vendor technical information.
• Keep control of assigned service calls and involve/escalate to vendor support organizations or other resources as needed.
• Use sound judgement to update Service management and local Sales Management on service activity.
• On own initiative, make calls to customers to promote, market, persuade and take orders for service products.
• Conduct product demonstrations on sales calls, customer sites and trade shows.
• Share service knowledge and experience with other personnel.
• Coordinate problem resolution with manufacturer's representative and/or other personnel.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Individual must be able to travel using ground and air transportation systems and able to secure car rentals, pay meal and hotel accommodations through use of personal credit cards. Must hold a valid driver's license and have a late model vehicle for doing field calls. Must hold a valid passport and be able to travel to the United States for training.

Education/Experience

Associate degree or equivalent from college or technical school, plus 4 years of technical experience or equivalent combination of education and experience.

Computer Skills

Requires proficiency in using various types of computer software products including Microsoft Windows, various design and RIP software, e-mail and company specific applications. Windows networking and/or RIP software certification would be an asset.

Mechanical Skills

Requires knowledge, understanding, dexterity and proficiency in the use of various hand tools. Occasional use of power tools is required.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally done alone without assistance from others. While performing the duties of this job there is a requirement to sit, stand, talk and hear; and operate a motor vehicle. There is a frequently requirement to use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to stand, walk, stoop, kneel, or crouch. The employee is frequently required to lift up to 50 pounds. Close vision required.