Job Description

Job Summary

As a Production Service Technician, you will ensure field services provided meets customer’s expectation. To perform field service calls that achieve the service objectives of customer satisfaction and nationally set service KPI’s. Work with all field staff to implement best practice processes that support the goals of Field Service. Maintain an advanced level of knowledge on products and solutions

Job Description

What you’ll be doing

· Deliver high-quality pre- and post-sales support via logged Service Orders

· Complete on-site and remote hardware and software installations

· Provide end-user training on hardware and software solutions

· Troubleshoot and diagnose software issues logged via Service Orders

· Complete field service calls to achieve service objectives and customer satisfaction

· Communicate faults and solutions professionally, advising customers on all aspects of the service call

· Follow processes for chargeable service calls outside of contracted offerings

· Document customer site workflow changes made outside the original project scope

· Accurately account for spare parts and consumables by following all processes

Skills

To be successful in this role

This role will suit someone with strong technical aptitude and a customer-first mindset.

You’ll also have:

· Experience resolving technical network situations (desirable)

· A current driver’s licence and willingness to obtain a WWCC

· Confidence working independently on customer sites

· A strong client focus

· A professional, solutions-oriented attitude

· Proactive identification and management of potential technical or safety issues

· Experience in digital print/copy, industrial print environments or other electromechanical repair industries (highly regarded)