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Diagnose and repair equipment related problems on-site to minimize downtime of customer equipment, preferable Xerox or MFP experiance
Identify and replace defective components to ensure printer equipment is returned to fully functional state
Assist-educate-explain to clients, the specific problems with their printer equipment so as to ensure constant communication lines
Assist-educate-explain to clients, setting up and using new printer equipment to shorten time taken to start using equipment
Support customers from our office to minimize disruption of customer’s operation while equipment is being repaired
Carry out activity in an efficient and professional manner so as to create a 100% rate of customer satisfaction
Manage an inventory to minimize travel to warehouse
Submit paperwork to ensure reporting on support activity
Skills and abilities
Fully proficient in application of skills and knowledge to deliver value to customers.
Utilizes broad experience and knowledge to solve customer problems.
Uses technology effectively to improve productivity.
FULLY PROFICIENT IN KEY COMPETENCIES / HIGHLY PRODUCTIVE.
Responsible for assignment of 100+% workload.
Identify the need for support, then provide assistance to others to ensure business results.
Understand, communicate, and monitor customer requirements to ensure customer satisfaction.
Interface with decision-makers within the customer account to apply retention strategies.
Incorporate work management processes to maximize productivity and achieve business results (PEP metrics): Accepts / volunteers responsibility for being a subject matter expert / coordinator for key business processes (i.e. parts, asset tracking, CDQS, retrofits), Strong knowledge of all business and technology processes.
Identify focus areas and initiate actions to improve business processes and results.
Ability to quickly identify problems using new quality and root-cause data analysis.
Develop a solution that resolves the problem and delivers optimum value for the company and the customer.
Proactive in resolving customer training issues.
Knowledge of key applications associated with the product or solution.
Take ownership for problem management.
Use a solid decision making process that considers the impact on the customer and key business results.
Use and share technical best practices to maximize customer value, productivity, and expense objectives.
Proactively plan activity and service coverage to maximize productivity.
Minimize overtime with effective scheduling.
Supports service coverage plan developed with team (shift / work week.)
Can provide coaching to less experienced team members.
Background experience and achievements
Hands-on experience as a field service technician
Clean driving record with dependable transportation
In-depth knowledge of printer components (from print heads to pick-up rollers to fusers) and the ability to troubleshoot and repair
Working knowledge and understanding of PC’s to set up and test printers
Professional appearance and manner
Outstanding communication skills
Outstanding customer service skills
Outstanding organizational skills
Must be able to work with and without specific direction
Must sign a standard non-compete agreement
Work independently
Strong problem solving and organizational skills
Education
Approximately 5 + years in a technical customer environment.
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Printer & MFP Service Tech
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