MASTER TECH.CUSTOMER SERVICES

POSITION PROFILE Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. Viewed as specialist on assigned products. Additional responsibilities may include Team Lead/Coordinator role. Receives minimal direct supervision.

JOB DUTIES AND RESPONSIBILITIES

Specializes in the servicing and repair of a core set of highly complex office products.

Manages territory, inventory and customer relationships.

As a specialist, provides 2nd level technical support to other technicians.

Achieves expected productivity levels associated with assigned workload and level of experience.

Demonstrates technical expertise and provides specialist services

Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.

Demonstrates required digital competencies associated with assigned products and level assignment.

Performs troubleshooting and repairs or replaces equipment components as necessary.

Completes technical training on new equipment as assigned.

Provides advanced training

Conducts OJT for new and experienced technicians as required.

Conducts technical seminars as required.

Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.

Is a positive influence/champion within the team/organization.

Proactively seeks ways to improve things.

Manages Territory

Assumes responsibilities of Field Service Manager as required.

Effectively executes all required territory management and call handling procedures.

Works closely with sales partners to maximize equipment leads and upgrade opportunities.

Maintains and manages own parts inventory with a high degree of accuracy.

Adheres to territory back-up plans.

Completes all required administrative tasks in an accurate and timely manner.

Complies will all company policies.

Customer Service

Effectively handles the most difficult customer situations.

Acts as a communication link on unresolved technical problems/issues.

Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.

Maintains productive, professional relationship with all IKON personnel.

Responsible for maintaining a "car stock" inventory with a value of $1,000 to $4,000.

Performs other duties as assigned.

QUALIFICATIONS (Education, Experience and Certifications)

Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 1 year as a Certified Customer Service Technician.

Requires IKON Digital+ Certification and sustained (at least 2 years) "Exceeds Expectations" performance level.

Requires basic computer/connectivity competencies (Digital + Certified).

Requires a valid state driver?s license and minimum level of auto insurance coverage per IKON Office Solutions policy for positions entailing extensive use of personal car while on company business.

KNOWLEDGE, SKILLS AND ABILITIES

Requires an excellent working knowledge of electro-mechanical devices and electronics.

Requires "Expert" knowledge of assigned equipment.

Possesses methodical approach to resolving problems.

Possesses strong interpersonal and verbal communications skills.

Possesses excellent customer service skills including ability to follow up to ensure closure of issues.

Possesses ability to read and comprehend written technical information in the form of technical manuals, parts books and relevant publications.

 

A negative background and drug screen result is mandatory for employment eligibility with IKON.