Job description:
Join our team as a Field Service Technician, embodying Donnellon McCarthy Enterprises' values through responsive, reliable, and customer-centric service. Your technical expertise, efficient problem-solving, and timely support contribute to our goal of delivering cost-effective solutions. We value your eagerness to learn, excellent interpersonal skills, and dedication to maintaining an impeccable attendance record that upholds our reputation for excellence.
Key Activities:
- Represent Donnellon McCarthy Enterprises with professionalism and customer focus.
- Collaborate with key operators and customer representatives to diagnose technical issues.
- Repair machines, replacing faulty components as needed.
- Conduct machine testing and verification, engaging key operators in the process.
- Utilize the auto dispatch system to monitor service calls, providing updates to Sales and Customer Service teams.
- Identify challenging service calls that may require additional attention and communicate with technicians and managers.
- Initiate contact with customers within 60 minutes of call acceptance, aiming to resolve issues remotely or setting realistic arrival expectations.
- Strategically plan service call sequencing to ensure timely completion while meeting customer commitments.
- Efficiently manage service calls through the auto dispatch system.
- Ensure timely completion of preventative maintenance and emergency calls within your designated territory.
- Keep your manager informed about incomplete calls and prioritize their completion based on parts availability.
- Dedicate 40 hours annually to technical and non-technical training.
Behavioral Traits, Attitudes & Skills:
- Demonstrate a friendly and non-aggressive demeanor in customer interactions.
- Exhibit strong questioning and active listening skills.
- Maintain high energy levels and uphold a clean, professional appearance.
- Punctuality, effective communication, friendliness, empathy, and exceptional customer service are central to success.
- Empowered technicians make informed business decisions within their assigned geographic area to ensure customer satisfaction.
Prerequisites:
- High school diploma or equivalent.
- Graduate of a technical school or relevant experience.
- Hold a valid and clean driver’s license.
Physical Requirements:
- Comfortable driving for an 8-hour workday.
- Able to transport tool bags and parts (40-80 lbs.) to every service call.
- Willing to stoop and bend over office equipment throughout the day.
- Capable of lifting and moving copiers and accessories (approximate weight: 25-400 lbs.).
Qualifications:
- Exceptional skills in customer relations.
- Possess a valid driver’s license and maintain a clean driving record.
- Preferably possess a 2-year degree/diploma in electronics or related computer field.
- Proficient in using Windows based notebooks.
- Additional certifications such as A+, Net+ are advantageous.
- Strong electro-mechanical aptitude.
- Proficiency in using basic hand tools.
- Ability to interpret technical documentation and schematics.
- Meticulous attention to detail and a self-driven attitude.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Vision insurance
Work Location: Hybrid remote in Cincinnati, OH 45223