Copier / Printer Service Technician

• Perform preventative maintenance and repair on a full line of network connected and stand-alone multifunctional copiers, printers, document handling equipment (folders, postage machines, wide format etc.).
• Keep your customers up to date on the outcome of their service calls, to include the need to incomplete for any reason, parts statuses, if you need to return due to time constraints, as well as completion of the service call.
• Adding detailed remarks into each close of call, via Mobile Tech/ eAutomate on what repairs were done and outcome of service call.
• Establish and maintain a professional relationship with each individual customer.
• Manages Carstock inventory assigned as well as ordering extra items you deem needed for daily customer maintenance.
• Triage service calls for a phone resolution before providing on-site service.
• Eta to customer within 1 hour of receiving their service call I.
• Maintain an average response time of 4 hours by managing your call load and responding to calls according to input times. (Down customers may take priority at times but it is an average)
• Accurate and up to date documentation to include service & parts manuals.
• Responsible for focusing on individual key productivity objectives including efficiency rating, response times, efficient parts usage and completed calls per day.
• Inform responsible manager of any customer complaints, dissatisfaction, and/or sense of diminished Customer Service level

• Conduct Break Fix support as required.
• Participates in training and development opportunities as necessary.
• Convey a high level of professionalism and efficiency to minimize customer anxiety and maximize customer satisfaction.
• Effectively communicate with all Imagine Technology Group, LLC. departments and employees to ensure complete customer satisfaction
• May be required to work outside normal business hours during evenings as needed to ensure departmental goals are met.
• First Call Effectiveness of 80%.
• Callback percentage at or below 8%.
• Incomplete percentage at or below 12%.
• Other duties as assigned.