Certified Technician I.Customer Services

POSITION PROFILE

Services and repairs a variety of office equipment at customer locations usually within a specific geographic area. As a certified technical professional, is capable of handling full workload. IKON Basic Connectivity (IBC) certification is required to achieve level II designation.

JOB DUTIES AND RESPONSIBILITIES

* Achieves expected productivity levels associated with assigned workload and level of experience.

* Manages territory, inventory and customer relationships.

* Demonstrates excellent technical and customer relation skills.

Demonstrates technical expertise

* Performs a full range of servicing and repair service procedures including diagnostics, installation, removal and retrofits on assigned equipment.

* Performs Basic Connected installations, sets up IP addresses, downloads printer drivers and provides customer training on printing functions.

* Performs troubleshooting and repairs or replaces equipment components as necessary.

* Demonstrates required digital competencies associated with assigned products and level assignment.

* Completes technical training on new equipment as assigned.

Manages territory

* 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

* 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.

* Provides technical assistance to less experienced technicians.

* Exhibits professional appearance and demeanor at all times.

* Maintains productive, professional relationship with all IKON personnel.

* Is a positive and contributing team member.

* 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 journeyman level technical knowledge typically gained through completion of technical school and 2+ years of related experience.

* 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.

* Requires documented mastery of required Customer Service Technician Skill Set.