We are seeking a Field Service Technician to join our team in the Massachusetts and Connecticut Region.
**This is a hardware/machinery maintenance and repair-focused role, NOT software or IT. Focusing on Web Fed High-Speed Inkjet Presses.**
As a Field Service Technician, you will be responsible for on-site installing, maintaining, and repairing of Kodak, and multi-vendor systems, which may include hardware, software, and networking products, including operating systems to required standards outlined in training, SOPs, and product support updates. Works to maintain all equipment in optimal working order, efficiency, and condition to ensure customer is meeting, or exceeding, product uptime expectations. Enhances customer satisfaction by communicating all service engagements, resolutions, training engagement, preventive maintenance, and configurations, which may impact product performance to proper customer contact prior to leaving each service engagement. Effectively manages assigned customer/territory, including immediate engagement, proper customer communication, needed escalations, required follow-up, and identification of potential sales leads.
Job Duties:
- Conduct on-site customer visits:
- Perform system installation, maintenance, and ongoing support of equipment.
- Provides operator training and ongoing support for customers.
- Ensure timely completion of service reports, expense reports and weekly time reports.
- Track preventive maintenance and upgrade requirements for assigned territory/customer.
- Acts as customer liaison to resolve customer issues.
- Inform management of issues affecting personal/product performance, job duties and SOP while offering suggested improvements and innovation to enhance our service engagements.
- Drive revenue growth initiative as assigned by management.
- Builds and fosters strong relationships with sales partners and customers.
- Educates customers on the latest corporate initiatives and products.
- Maintains company assets in accordance with company guidelines.
Skills, Abilities and Competencies:
- Ability to learn, retain and apply new technologies, complex products, and technical/industrial subjects.
- A working knowledge of PC operating systems and software applications and a basic understanding of networking fundamentals.
- Demonstrated ability to diagnose, repair and solve system/equipment issues.
- Advanced analytical and problem-solving skills.
- Knowledge and application of electronics and strong electromechanical skills.
- Makes sound business decisions and manages/controls personal business expenses.
- Ability to market service and promote new business opportunities.
- Effective use of business tools.
- Capable of working independently without direct supervision.
- Readiness to accept and adapt quickly to change.
- Excellent communication and listening skills.
- Exceptional interpersonal skills including patience, courtesy, tact, and discretion.
- Ability to work in a stressful environment while maintain and promoting a calm engagement with customers.
- Ability to work as part of a team.
- High degree of self-motivation.
- Exhibits Kodak Core Values.
- Planning, organizational, and administrative abilities.
- Motivated to continuous self-improvement.
- Ability to effectively manage multiple tasks.
Education and Experience:
- A+ Certification or equivalent experience servicing PC hardware.
- Associate’s degree, or Certification in electrical or mechanical engineering, technical trade school studies or equivalent experience.
- Three or more years related field service experience.
- Previous experience servicing similar equipment.
- Previous experience managing a territory.
- Experience in the Graphic Arts industry would be an asset.
- Knowledge of Electro-photography / Digital Printing.
- Basic understanding of Color Theory.
- Solid understanding of electro-mechanical devices and complex electro-optic and robotic high-tech equipment.
- Anyone with HVAC experience is encouraged to apply
Work Environment:
- Availability for on-call, after hours support, or work different shifts based on company and/or customer need. This may include nights, weekends, and holidays. The individual may also be required to take calls outside of their assigned territory or District.
- Must be willing to travel (possibly internationally) for short- and long-term assignments, as required.
- Must have and maintain a valid driver’s license, passport, and other designated information.
