The Field Service Technician is responsible for the installation of hardware, software and networking products and configurations at customer sites as well as diagnosing and optimizing product performance. Ensures customer satisfaction by advising customers on preventive maintenance, value of Equipment Maintenance Agreements (EMA), support services, training and configurations that will improve product performance. The position will service the Milwaukee, Wisconsin area.
**This is a hardware maintenance and repair-focused role, NOT IT/software. It will focus on Web Fed, High-Speed Inkjet Print Presses.**
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 maintaining 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 and software.
• Associates 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.
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.
EOE Policy Statement:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
