Bowling Green Service Technician |
| Location: | Toledo, OH |
| Exempt/Non-Exempt: | Non-Exempt |
| Benefits: | Full Company Benefits |
| Employment Type: | Full Time |
| Office: | Cleveland Branch Office |
| Description: | SUMMARY: Installs, maintains, and repairs office equipment onsite at Bowling Green University performing the following duties.
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| Duties: | ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Communicates with CRC/CSC/Dispatch every two hours or upon completion of a service call. Verifies all pages sent were received. Phones ahead to all pages immediately. Communicates with CRC/Dispatch with scheduled calls and activities.
Communications with the Service Leadership Team as needed. Conversations include: unique or potential problems with machine, supplies, and customer dissatisfaction; excessive workloads; equipment needs; overtime authorization; performance or productivity problems; inventory and tool needs; restocking problems; warranty part failure; and offering suggestions.
Communications with Sales Management. Conversations include: competitive machine activity and customer needs; sales leads (tip leads); and product launch expectations.
Communicates with external customers within a minimum of one hour of receiving the page.
Determines the equipment performance problems/issues.
Submits service histories of problem accounts to Team Leaders/Service Managers.
Utilizes "call escalation" by communicating with Technical Services Group, then Team Leader/Senior Service Technician relative to difficult equipment problems. Completes "Have You Heard" for difficult problems that are resolved.
Assists in training customers as needed.
Conducts technical review sessions (in-house) as assigned.
Assists in training new sales partners and customers on products and operator's duties as needed.
Presents and communicates to external customers the features, advantages, and benefits of a maintenance agreement.
Provides accurate billing for labor, travel, and parts on time and material calls.
Utilizes best business practices when replacing parts and for emergency parts orders.
Schedules service calls according to account priority, customer urgency, and geographical location.
Completes Service Activity Reports (SAR's) and Service History Log at completion of each call.
Submits Expense Vouchers at the end of each accounting period.
Submits TA-73 form to adjust inventory as needed.
Utilizes all CAPI/CASM reports (PUCR, Inventory Variance, etc.) to maintain accurate inventory.
Maintains an accurate and sufficient car stock.
Returns defective parts and warranty parts with proper paperwork within five working days.
Performs thorough PM on emergency calls as necessary, including cleaning of machine and cabinetry.
SERVICE LEVEL
Service Technician levels are determined by the equipment knowledge and work experience.
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
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| Qualifications: | COMPETENCIES
To perform the job successfully, an individual should demonstrate the following competencies:
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Responsible Thinking -Exhibits consistent and ongoing efforts towards innovation in the work environment. Explores improvements to; cost savings, revenue generation, process enhancement, Green initiatives, customer service/satisfaction, and bettering overall workplace culture.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION / EXPERIENCE
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
COMPUTER SKILLS
Helpful but not necessary.
OTHER QUALIFICATIONS
Completes at a satisfactory level assigned in-house and/or offsite training and troubleshooting in allotted time. Training occasionally requires "out of town" overnight lodging. Must be able to travel 50% of the time. Must have current driver's license, reliable transportation, and sufficient auto insurance (business use coverage).
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