Field Service Technician

We are looking for a Field Service Technician to help us grow in the Illinois/Wisconsin regions.

As a Field Service Technician, you will be responsible for on-site installing, maintaining, and repairing of Kodak, and multi-vendor systems, which may include hardware, software and networking products, including operating systems to required standards outlined in training, SOPs and product support updates. Works to maintain all equipment in optimal working order, efficiency and condition to ensure customer is meeting, or exceeding, product uptime expectations. Enhances customer satisfaction by communicating all service engagements, resolutions, training, preventive maintenance and configurations, which may impact product performance to proper customer contact prior to leaving each service engagement. Effectively manages assigned customer/territory, including immediate engagement, proper customer communication, needed escalations, required follow up and identification of potential sales leads.

Field Service Technician will be responsible for the Illinois/Wisconsin geographic area.

JOB DUTIES/RESPONSIBILITIES:

The Field Service Technician is responsible for installation and optimizing HW/SW/Network products and configurations at customer sites as well as diagnosing and optimizing product performance. Ensures customer satisfaction by advising customers on preventive maintenance, value of Equipment Maintenance Agreements (EMA), support services, training and configurations that will improve product performance.

• Responsible for onsite installation, maintenance and repairs of digital print and CTP equipment.
• Communicates clearly and professionally with customers to handle requests efficiently.
• Identifies urgent situations that require actions to satisfy the customer’s needs including escalations of technical issues; avoids customer downtime.
• Provide operator training on mechanical aspects as well as software to avoid downtime.
• Basic Knowledge of digital copy process.
• Able to assist customers with workflow issues and recommend solutions.
• Ability to work independently and work well with peers.
• High degree of self-motivation to succeed and dedicated to self- improvement.
• Detailed knowledge in reading wiring diagrams, repair manuals related to digital press and CTP equipment.
• Ability to analyze, interpret and communicate technical data.
• Ability to prioritize and organize without direct supervision.
• Perform projects and tasks assigned by Kodak leadership.

SKILLS, ABILITIES AND COMPETENCIES:

Ability to learn, retain and apply new technologies, complex products and technical/industrial subjects.

A working knowledge of PC operating systems and software applications and a basic understanding of networking fundamentals.

Demonstrated ability to diagnose, repair and solve system/equipment issues.

Advanced analytical and problem-solving skills.

Knowledge and application of electronics and strong electromechanical skills.

(Skills, Abilities and Competencies continued):

Makes sound business decisions and manages/controls personal business expenses.

Ability to market service and promote new business opportunities.

Effective use of business tools.

Capable of working independently without direct supervision.

Readiness to accept and adapt quickly to change.

Excellent communication and listening skills.

Exceptional interpersonal skills including patience, courtesy, tact, and discretion.

Ability to work in a stressful environment while maintaining and promoting a calm engagement with customers.

Ability to work as part of a team.

High degree of self-motivation.

Exhibits Kodak Core Values.

Planning, organizational, and administrative abilities.

Motivated to continuous self-improvement.

Ability to effectively manage multiple tasks.

EDUCATION AND EXPERIENCE:

Required

A+ Certification or equivalent experience servicing PC hardware and software

OR

Associate degree, or Certification in electrical or mechanical engineering, technical trade school studies or equivalent experience

Preferred

Three or more years related field service experience.

Previous experience servicing similar equipment.

Previous experience managing a territory.

Experience in the Graphic Arts industry would be an asset.

Knowledge of Electro-photography / Digital Printing.

Basic understanding of Color Theory.

Solid understanding of electro-mechanical devices and complex electro-optic and robotic high-tech equipment.

WORK ENVIRONMENT:

The environment in which the FST services may be a high availability/mission critical account where system outages may occur. The individual proactively responds to potential equipment issues to prevent unplanned interruption of customers’ business.

The FE may be required to provide on-call, after hours support or work different shifts based on company need. This may include nights, weekends and holidays. The individual may also be required to take calls outside of their assigned territory or District.

Must be willing to travel (possibly internationally) for short- and long-term assignments, as required.

Must have and maintain a valid driver’s license, passport and other designated information.

Ability to obtain security clearance as required by customers (ex. ability to be bonded in Canada)