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    Field Service Engineer - Westerville, United States - PERRY proTECH

    PERRY proTECH
    PERRY proTECH Westerville, United States

    3 weeks ago

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    Description

    JOB TITLE:
    Field Service Engineer (FSE)


    FLSA CLASSIFICATION:
    Non-Exempt


    SUMMARY:

    As a Field Service Engineer, this person will provide product service and sales support to our internal and external clients.

    This individual is responsible for achieving client satisfaction by resolving technical issues as well as accurately reporting their daily activity and updating sales and service leadership on the status of troubleshooting issues.


    ESSENTIAL FUNCTIONS:
    Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

    Provide client support and troubleshooting on all Imaging equipment in assigned geographic territory at a level consistent with performance expectations
    Install Imaging equipment in the field and provide training to clients
    Work closely with manufacturers to maintain support for the latest updates and bulletins on equipment
    Work with sales in providing leads and discussing service-related issues
    Consistently update sales and service on the status of technical issues
    Ensure accurate and timely completion of paperwork
    Keep manager informed of location and activities
    Follow internal escalation process for issues not resolved on the first visit
    Assist other technicians with more complex service calls as needed
    Assist Service Leadership on special projects
    Provide after-hours service on emergency calls when needed to maintain quality, reliability, and uptime for clients
    Communicate and interact with clients, service, sales, and administrative staff in a courteous and professional manner
    Remain current on training, manufacturer updates, and product knowledge in order to support all aspects of printers, MFP's, wide format, production print, and document finishing equipment
    Establish an up-to-date file of service manuals, part books and other service literature
    Follow company policies and procedures while seeking opportunities to improve performance through analysis of BEI service metrics
    Maintain tool kit, supplies, and accurate inventory for assigned territory


    GENERAL REQUIREMENTS:
    Excellent customer service skills
    Strong technical and analytical abilities
    Excellent time management skills
    Detail-oriented and results-driven with excellent organizational skills
    Ability to set priorities and manage multiple projects simultaneously
    Ability to work independently and with little management intervention
    Ability to recognize when to escalate an issue
    Self-motivated, flexible, and take initiative
    Excellent verbal and written communication skills
    Priorize customer service and client satisfaction
    Present yourself in a professional and courteous manner as a representative of PERRY proTECH
    Uphold and embody PERRY proTECH core values at all times
    Abide by PERRY proTECH policies and procedures outlined in the Company Handbook


    WORK ENVIRONMENT:
    A Field Service Engineer is required to travel for training, off-site meetings, to other branches, and to client locations to assist in troubleshooting problematic machines


    QUALIFICATIONS:
    Minimum of a High School diploma or GED required.
    2 years of experience troubleshooting equipment or equivalent experience
    A+, Net+, Software Certification a plus
    Must be able to lift up to 50 lbs

    Disclaimer:

    Please note this job description is not designed to cover or contain a comprehensive listing of the activities, duties, or responsibilities that are required.

    Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. P
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