Senior Service Technician

Kelley Create is a dynamic and innovative company dedicated to helping our partners grow their businesses while supporting the wild success of our co-workers and ourselves. We pride ourselves on delivering exceptional customer service and are committed to driving growth and success in our industry.

Summary:

Kelley Create seeks a talented and mechanically inclined person to join our team as a Service Technician. The primary purpose of the Service Technician is to repair and maintain office equipment for our customers. This is achieved by focusing on three key objectives: customer service, exceptional knowledge of various brands of office equipment, and a high level of professionalism. The Service Technician is responsible for ensuring an exceptional experience with minimal downtime for the customer.

Job duties and responsibilities

• Perform thorough repairs on equipment, focusing on reducing repeat service calls, minimizing downtime for end-users, and executing service at the lowest possible cost.
• The ability to make precisely coordinated movements of the fingers of one or both hands to grasp, manipulate, or assemble very small objects.
• Meet or exceed service level targets for service ticket acknowledgment and issue resolution.
• Maintain effective client relationships and communication to foster a positive service attitude and to provide the highest quality service to all assigned areas.
• Accurately and promptly track and update service calls in Remote Tech, ensuring information is clear, thorough, accurate, and professional.
• Act as a technical and training resource for other Kelley Create Service team members on triage efforts, device technology, and some networking issues.
• Create and execute a proactive Preventative Maintenance (PM) schedule; conduct PM on devices as required by repeat issues or problematic devices.
• Organize daily duties, prioritize critical issues, and effectively manage time to address tasks time-sensitively.
• Maintain an organized, adequate parts inventory for the equipment fleet in assigned area(s); work with the Parts Manager to ensure appropriate stock to quickly address repairs without accumulating excess or obsolete part inventory.
• Understand and adhere to established parts ordering, returns, and inventory reporting processes.
• Provide end-user training on devices or functionality as required.
• Remain flexible in role and willing to provide support to other Kelley Create Service Team members.

Competencies:

To perform the job successfully, an individual must demonstrate the following competencies to perform the essential functions of this position.

• Customer Focus: The individual needs to demonstrate understanding and compassion for concerns and issues. The individual should promptly address customer inquiries and complaints and go above and beyond to ensure customer satisfaction.
• Communication Skills-Clearly and effectively communicate with customers and team members. Writes concise, clear, and professional emails and messages. Pays full attention to customers, understands their needs, and responds appropriately.
• Problem-Solving Skills: The individual identifies the root cause of customer issues and develops effective solutions. They think outside the box to resolve customer problems and improve service. They make sound decisions quickly to address customer needs and issues.
• Time Management: The individual effectively prioritizes tasks to manage multiple customer inquiries and issues. Completes tasks.
• Adaptability-The individual adapts to changing customer needs, policies, and technologies. Remains calm and effective under pressure during high-volume periods. Quickly learn new procedures and systems as required.

Qualifications:

• High School Diploma or general education degree (GED); or 6 months of fine finger dexterity or equivalent combination of education and experience
• Experience preferred in multi-function printing technologies.
• Experience in a customer-facing role.
• Must be comfortable working independently.
• Must have a natural aptitude or skill for understanding, working with, and fixing mechanical systems and machines.
• Must have a basic understanding of print drivers/connectivity.
• Must be able to lift 45 lbs.
• Personal Vehicle.
• Valid Driver's License.
• Proof of Car Insurance.
• Ability to pass a background check.

Supervisory Responsibilities:

This position does not have supervisory responsibilities.

Language Skills:

Ability to read and interpret documents such as rules, instructions, and procedure manuals. Ability to write routine reports and correspondence. The incumbent must read and respond to documents in hard copy and electronic form. Ability to speak effectively before customers, employees, vendors, and association members.

Math Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and area. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability:

Ability to solve practical problems and deal with various concrete variables in situations where only limited standardization exists. Ability to interpret various instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

Proficiency in Microsoft Word, Excel, Outlook, and CRM is required.

Certificates and Licenses:

Driver's license for travel to client work sites required.

Physical Demands and Work Environment:

The physical demands and work environment described below represent the activities and surroundings of the positions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The work is typically performed in an office environment, with a moderate noise level. To perform the job, the employee is frequently required to talk and hear on the telephone and in person with individuals and groups. The incumbent will carry materials (presentation) weighing up to 25 lbs when traveling on business. Approximately 70-80% of the time is spent traveling to, from, or at local client sites.

Competitive Benefits Package Include:

• Medical Insurance
• Dental/Vision Insurance
• Life Insurance
• Flexible Spending Account Options
• Supplemental insurance
• 401K with company match
• Profit Sharing upon goal attainment
• Paid Time Off
• Paid Holidays
• Ongoing training opportunities

Must have reliable transportation, a Valid Driver's License, and pass pre-employment screening.

Equal Opportunity Employer

Kelley Create is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, or veteran status. In addition to federal law requirements, Kelley Create complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.