Job Description
PURPOSE OF THE POSITION
The Area Service Technician is responsible for the implementation and support on Production print machines and MFP devices, to our partners and customers.
PRINCIPLE DUTIES AND RESPONSIBILITIES
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MFP Devices:
- Provide technical assistance to assigned field service calls within 4-hour timescales as specified by SLAs.
- Effectively investigate and rectify faults reported by end users.
- Perform routine maintenance and modifications/updates as required.
- Provide support during installations.
- Understand solutions in use and be able to carry out basic support.
- Log call details using the call logging system within agreed timescales.
- Report reoccurring faults to enable proactive management of such faults.
- Share expertise and technical information with team members.
- Build relationships with key stakeholders within accounts at all times.
- Ensure all parts supplied are installed on site as instructed.
- Successfully complete any training courses as requested to ensure knowledge base is sufficient for job role.
- Understand and be fully conversant with SLAs relating to assigned accounts.
- Provide back up for colleagues when required during busy periods in other service areas.
- Comply with customer health and safety procedures and site regulations.
- Escalate complaints, field problems and leads to the Field Service Supervisor.
- Provide Telephone or e-mail service support when and if required.
Production Devices:
- rovide Production technical assistance to partners and end users.
- Effectively investigate and rectify faults reported by partners and end users on Production devices.
- Understand software solutions in use within the Production Print Environment and be able to carry out support for partners and end users.
- Escalate faults with detailed information to relevant stakeholders if no resolution is found locally.
- Share expertise and technical information with partners and end users.
- Build relationships with partners and customers.
- Strip and supply critical parts on back order.
- Request part numbers from specified supplier for parts not in parts list.
- Successfully complete training courses as requested to ensure knowledge base is sufficient for job role.
- Provide Telephone and e-mail service support.
- Provide part numbers to the call desk, Logistics Department & Production Print Specialist.
- Provide Technical assistance during Production Print Demonstrations and Roadshows.
- Maintenance & Repair of demo devices.
- Make sure products are localized before launch.
- Request relevant documentation.
- Request devices for local testing before launch.
- Submit documentation to relevant stakeholders for issue of LOA.
- Complete applications for Telkom and SABS EMC testing.
- Supply devices to relevant and specified specialists for testing.
- Investigate failures when devices are tested and rectify failures.
- Complete applications at ICASA and provide relevant documentation to ICASA.
- Supply reference and certificate numbers for localization to relevant parties internally.
SKILLS REQUIREMENTS
Education
National Senior Certificate
- CompTIA A+, N+
- Relevant technical training in the repair, maintenance and installation of document management and imaging solutions
- Fiery certification would be an advantage
Skills
Computer literate (MS Office, MS Word, MS Excel)
- Excellent command of the English language (verbal and written)
- Problem solving and critical thinking, fault finding skills
- Independent Worker
- Ability to prioritise and manage deadlines.
- Customer Service and customer centric approach to all tasks
- Experience in print layouts, and print production essential
- Experience in DTP Applications
- Thorough knowledge of Imaging solutions, DTP Applications and Document management environments
Experience
Minimum 5 yrs Technical Support experience in printers and copiers.
- Large format, high volume, printer production, laser or inkjet experience advantageous.
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