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ATR Break/Fix FT-25506

Ottawa, ON
Description:
POSITION SUMMARY:
A TSR is accountable for servicing and repairing a variety of products and additional duties, as required. The role responsibilities typically involves the installation and routine maintenance on small desktop and convenience copiers, printers and MFD’s within a specified geography. Depending on geography or company needs, there may be additional product requirements.

CLIENT FOCUS:
· Uses basic information about the customer to anticipate needs and to represent  in a professional manner.
· Puts the customer first and works with other  employees as required to ensure the delivery of service or the Service Level Agreement (SLA) as relevant.
· Communicates clearly and confidently with the customer both written and orally as required.
· Provides customer training on assigned products in accordance with current field procedures.
· Adheres to documented escalation procedures to resolve customer issues.
· Provides time and materials (T&M) customers with T&M estimates, complete approved service activities and process completed Technical Service Billing Explanation (TSBE) paperwork through admin.

MECHANICAL EXPERTISE:
· Performs full range of maintenance on small desktop/convenience copiers, printers and MFD`s including technical diagnostics, software loads, print driver installs, network installations, removal, retrofit and customer call assistance.
· Corrects service problems within the assigned products with some assistance, as required.

COLOUR THEORY:
· Must have a basic understanding of colour theory.

SOFTWARE NETWORKING & CONNECTIVITY:
· Basic Windows and Network Connectivity knowledge
· Can complete basic installs: must be able to connect individual devices to the customer’s network and install drivers onto PCs.

INTERNAL RELATIONSHIPS:
· Participates in team meetings, escalates calls for moderately complex to complex issues.
· Communicates regularly with Supervisor or Manager.Works closely with the sales organization to maximize leads and upgrade opportunities.

 TOOLS:
· Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles).
· Maintains and manages trunk and onsite inventory with a high degree of effectiveness.

SELF-DEVELOPMENT:
· Attends and satisfactorily complete required  training programs within prescribed timeframes (including on-line courses, as required).
· Responsible for supportive participation in team meetings and adherence to agree upon practices and principles developed by the workgroup.


REQUIRED SKILLS/QUALIFICATIONS:
Education and Experience Required:
· Minimum: High School Diploma / GED (classes and experience with computers, electronics, mechanics, etc. is desired)
· Preferred: College Diploma / Associate Degree (technical field) or equivalent certification with less than 1 year working experience.
· 1-3 years of experience as a Customer Service Engineer in an on-site break-fix role.
Knowledge & Skills Required:
· Possess a valid (full) driver’s license (the license may not include restrictions) and a satisfactory driving record as determined by  (note that all individuals whose job responsibilities may include driving are subject to periodic motor vehicle records checks).
· Requires sufficient insurance coverage for use of personal vehicle while on company business, as required.
· Must have a solid understanding of electromechanical systems and be able to troubleshoot to the component level using diagnostic processes and test equipment.
· Ability and willingness to work variable hours (extended hours, weekends, on call, abbreviated work week)
· Proven previous customer facing technical competence.
· Ability to pass color test, as required.
· Ability to work unsupervised and travel to support surrounding geographies, as required.
· Demonstrated Windows and Network Connectivity competency.
· MS Office experience
· Demonstrated competency in use of  laptop applications.
· Proven ability to work cooperatively within a team environment.
· Exceptional communication and customer service skills and the ability and desire to work in a collaborative team environment.
· Must be able to lift a minimum of 40 lbs. on a regular basis.
Specialty Knowledge/Certifications
· Preferred: COMPTIA – A+ / PDI

COMPETENCIES:
· Client Focus: Demonstrating willingness to identify, understand and give priority to meeting the needs of the customer.
· Communication and Influencing: The ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, and where necessary to gain their agreement and acceptance.
· Corporate Citizenship: Maintaining and promoting social, ethical, and organizational values in the working environment and all business activities. Placing the needs of the client and the goals of the organization above one’s own personal interests.
· Embracing Change: The ability to work flexibly, adapting quickly to change and responding positively to new ways of working enabling us to thrive on change and constantly improve.
· Results Focused: The drive and determination to achieve objectives, overcoming obstacles to deliver results.
· Teamwork & Collaboration: Displays enthusiasm and contributes to an effective team environment; demonstrates willingness to work cooperatively with others to deliver excellent customer service or to achieve a shared goal.
· Role-Specific Competencies (required to be successful in the assignment)
· Creativity and Innovation - The ability to challenge current ways of doing things (conventional practices), adapt established methods to new situations, pursue ongoing process improvements, create and evaluate new solutions and ideas
· Technical Awareness - Using IT at work - The ability to effectively use IT systems and software applications at work
· Planning & Organising - Plans and organises work effectively in order to meet work objectives and deliver on going quality services to the customer
· Problem Solving - The ability to analyze issues and to find resolution to problems by using a rational,systematic approach
· Relationship Management - Build and maintain effective relationships with clients, partners, peers, supervisors, subordinates and other internal company staff.
· Service Operations Awareness - The ability to effectively deliver services to clients promoting continuous improvement of productivity, service quality and customer satisfaction

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