Service Technician
Service Technicians play a vital role in delivering exceptional support to our valued clients by servicing, maintaining, and repairing networked office technology solutions, including copiers, printers, multifunction devices (MFDs), scanners, fax equipment, and wide-format systems. Working within an assigned geographic territory, Service Technicians respond to customer service requests, perform preventive maintenance, and ensure equipment operates at peak performance. Through technical expertise, professionalism, and strong customer relationships, Service Technicians help drive customer satisfaction and support the continued growth of the organization.
- Perform maintenance, diagnostics, troubleshooting, repair, installation, removal, software updates, retrofits, and preventative maintenance on assigned products.
- Diagnose equipment issues and repair or replace components as necessary to restore functionality.
- Complete basic network-connected device installations, including IP address configuration, printer driver installation, and user setup.
- Provide customer training on equipment operation and network-connected devices in accordance with established procedures.
- Demonstrate and maintain required technical competencies for assigned products and service levels.
- Complete assigned technical training programs and maintain current product knowledge.
- Deliver outstanding customer service by responding professionally and effectively to client needs.
- Take ownership of customer satisfaction by utilizing strong communication and problem-solving skills while engaging additional company resources as needed.
- Follow established escalation procedures to resolve customer concerns promptly and effectively.
- Interact with customers to assess service needs, communicate solutions, and ensure satisfaction with completed work.
- Build and maintain positive, professional relationships with customers and internal team members.
- Manage daily service call activity, including scheduling, documentation, and call closure requirements.
- Effectively manage assigned territory to maximize service efficiency and responsiveness.
- Maintain accurate inventory records and manage company-provided parts and supplies.
- Ensure proper care and accountability for company assets, including tools, parts inventory, communication devices, computing equipment, and vehicles.
- Achieve expected productivity and performance standards based on assigned workload and experience level.
- Work collaboratively with the sales team to identify equipment upgrade opportunities and generate qualified leads.
- Support company growth initiatives through proactive customer engagement and equipment lifecycle awareness.
- Participate actively in team meetings, initiatives, and continuous improvement efforts.
- Follow established team processes, company policies, and operational procedures.
- Maintain a positive attitude, demonstrate professionalism, and contribute to a collaborative work environment.
- Foster productive working relationships with colleagues across all departments.
- Safely operate a motor vehicle and maintain a valid driver's license as required.
- Perform other duties and responsibilities as assigned.
- Strong mechanical, electrical, and troubleshooting aptitude.
- Effective verbal and written communication skills.
- Ability to work independently while managing multiple priorities.
- Strong customer service and relationship-building skills.
- Basic networking and computer knowledge preferred.
- Ability to lift, move, and transport equipment and service-related materials as required.
This position does not have direct supervisory responsibilities.
The work environment characteristics described below are representative of those an employee may encounter while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.
This position primarily operates in customer locations, company facilities, and field service environments. The role regularly utilizes standard business equipment, including computers, mobile devices, telephones, diagnostic tools, and other service-related equipment.
Service Technicians frequently work at customer sites and may be exposed to varying environmental conditions, including outdoor weather, warehouse settings, manufacturing facilities, and office environments. Noise levels may range from moderate to occasionally high depending on the work location.
The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions.
While performing the duties of this position, the employee is regularly required to:
Communicate effectively through speaking, hearing, and written communication.
Stand, walk, bend, stoop, kneel, crouch, and climb as necessary to inspect and service equipment.
Use hands and fingers to operate tools, equipment, computers, and mobile devices.
Reach with hands and arms and work in confined or awkward spaces when servicing equipment.
Drive to customer locations throughout an assigned territory.
The employee must frequently lift, carry, push, pull, or move equipment, parts, and materials weighing up to 50 pounds and occasionally more with assistance or appropriate equipment.
Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
This is a full-time, non-exempt position.
Standard work hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours, overtime, or schedule adjustments may be required based on business needs, customer demands, or emergency service situations.
This position requires frequent local travel within an assigned service territory, including travel between customer locations, company facilities, and training sites. A valid driver's license and an acceptable driving record are required.
High school diploma, GED, or equivalent.
Valid driver's license with an acceptable driving record.
Basic computer and technology proficiency.
Strong mechanical aptitude and troubleshooting skills.
Excellent customer service, communication, and interpersonal skills.
Ability to work independently and manage multiple priorities effectively.
Associate degree in Electronics, Information Technology, Mechanical Technology, or a related technical field.
Military technical training or equivalent experience.
Previous field service, maintenance, repair, or technical support experience.
Basic networking and connectivity knowledge.
Industry certifications such as CompTIA A+, Network+, or equivalent technical certifications.
Ability to successfully complete required product, technical, and safety training programs.
Maintain certifications and qualifications necessary to perform assigned duties.
Ability to meet company standards regarding attendance, performance, and safety.
This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Duties and responsibilities may be modified, expanded, or assigned at any time to meet business needs.
Modern Office Methods is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. All employment decisions are made without regard to race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, veteran status, military status, or any other characteristic protected by applicable federal, state, or local law.
