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IKON Office Solutions, Inc.
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Portland
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OR
Friday, September 26, 2008
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Description:
POSITION PROFILE
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. Viewed as specialist on assigned products. Additional responsibilities may include Team Lead/Coordinator role. Receives minimal direct supervision.
JOB DUTIES AND RESPONSIBILITIES
* Specializes in the servicing and repair of a core set of highly complex office products.
* Manages territory, inventory and customer relationships.
* As a specialist, provides 2nd level technical support to other technicians.
* Achieves expected productivity levels associated with assigned workload and level of experience. Demonstrates technical expertise and provides specialist services
* Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on a core set of highly complex office products.
* Demonstrates required digital competencies associated with assigned products and level assignment.
* Performs troubleshooting and repairs or replaces equipment components as necessary.
* Completes technical training on new equipment as assigned. Provides advanced training
* Conducts OJT for new and experienced technicians as required.
* Conducts technical seminars as required.
* Serves as a role model and exhibits professional appearance and behavior at all times, under the most difficult situations.
* Is a positive influence/champion within the team/organization.
* Proactively seeks ways to improve things. Manages Territory
* Assumes responsibilities of Field Service Manager as required.
* Effectively executes all required territory management and call handling procedures.
* Works closely with sales partners to maximize equipment leads and upgrade opportunities.
* Maintains and manages own parts inventory with a high degree of accuracy.
* Adheres to territory back-up plans.
* Completes all required administrative tasks in an accurate and timely manner.
* Complies will all company policies. Customer Service
* Effectively handles the most difficult customer situations.
* Acts as a communication link on unresolved technical problems/issues.
* Interacts with external customers for the purpose of determining service needs on equipment and ensuring overall high level of customer satisfaction with the service performed.
* Maintains productive, professional relationship with all IKON personnel.
* Responsible for maintaining a car stock inventory with a value of $1,000 to $4,000.
* Performs other duties as assigned.
QUALIFICATIONS(Education, Experience and Certifications)
* Requires high level technical skills typically gained through completion of technical school and 3+ years of related experience including a minimum of 1 year as a Certified Customer Service Technician.
* Requires IKON Digital+ Certification and sustained (at least 2 years) Exceeds Expectations performance level.
* Requires basic computer/connectivity competencies (Digital + Certified).
* Requires a valid state driver's license and minimum level of auto insurance coverage per IKON Office Solutions policy for positions entailing extensive use of personal car while on company business.
