Job Description

Field Service Technician - Flint, MI

• As a Field Service Technician /Customer Service Engineer (CSE) you will provide service and support for Peak Technologies supported equipment, in a timely manner, including, but not limited to, installations, repair, preventative maintenance, calibration, and sales support.
• Maintain an organized, proactive system of territory management, utilizing current management reports and data provided.
• Demonstrate the ability to develop contingency and effective support plans for necessary guidance from senior peers.
• Continually evaluate and implement efficiency improvements in territory operation.
• Responsible for promoting and maintaining high customer satisfaction levels and consistently achieving results across all key areas of the business with little supervision or direction.
• Focused on growing the business, treating every service event as a growth or lead generation opportunity.
• Maintain a positive attitude and demeanor, embracing change and influencing peers and team to do the same.

Responsibilities include, but are not limited to:

• Promote and produce the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business goals and guidelines.
• Maintain proper and accurate inventory for the purpose of service and follow approved policies and procedures for Inventory Controls.
• Provide accurate and timely documentation that details field activity, expenses, time reporting, and other information as required.
• Provide exceptional customer service; ensure customer satisfaction is achieved when resolving customer/product issues and complaints.
• Provide prompt, effective, and continuous communication with customers and internal stakeholders about service call status, ETA’s, and resolution status.
• Regularly interact and build strong relationships with internal and external customers.
• Develop a working knowledge of Corporate and Service Department procedures and policies.
• Installs, maintains, and repairs FHE (forms handling equipment).
• Takes ownership of position and proactively engages in coordinating and scheduling servicing activities based on regional demands and priorities.
• Demonstrates behavior that cultivates operational excellence by continually challenging old methods or ways of thinking and taking responsible risks to improve results; serves as a positive role model in creative thinking and in focusing on quality work. Continuous training and self-development to learn Peak Technologies products and applications. Attend management-approved seminars and training sessions as requested.
• Complies with all safety policies, practices, and procedures.
• Performs other duties/special projects as assigned.

Qualifications:

• Near expert level technical background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
• Associate Degree required and/or 5-plus years of equivalent work experience in field service, IT, or a similar industry.
• Certification in information technology, process improvement, or similar disciplines is desired.
• Operates within division or department policy guidelines using independent judgment in achieving assigned objectives.
• Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Applies common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Escalates issues discovered while performing required tasks to minimize customer disruptions.
• Prioritizes and handles multiple tasks simultaneously.
• Strong computer skills and phone application skills using Microsoft Windows-based programs are required.
• Self-starter and motivated to perform effectively during times of high demand.
• Ability to work from home with minimal supervision or guidance.
• Must have a valid driver’s license and maintain a safe driving record.
• Must be able to lift 50 lbs without limitations or constraints.
• Be able to travel throughout the country.
• Be able to perform in high-pressure environments.
• Critical physical effort consisting of continuously standing, bending, and handling equipment.
• Exposure to limited amounts of noise and paper dust.
• Home office with 90% daily travel and up to 20% overnight travel to customer sites nationally.

Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.

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