Field Service Technician

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.