Senior Field Technician

1 week ago

Centurion, South Africa Roan Systems Full time

ROLE AND RESPONSIBILITIES

The Field Technician provides services and customer support by managing all on site installation, repairs, maintenance and test tasks. They diagnose errors or technical problems by determining proper solutions

Specific duties include but not limited to;
- Repairing/maintaining of hardware/software according to the calls logged as well as update same as per Technical MOU,
- Ensure all paperwork of completed calls have been submitted to the Helpdesk department,
- Ability to handle customer complaints in terms of user issues,
- Build and maintain effective relationships with all key customers to facilitate customer effectiveness,
- Reporting on calls done and productivity each week.

Ultimately the Field Technician will drive service success that improves customer satisfaction, maximize customer retention and increases profitability.

**Responsibilities**:

- Ensure installations are done to customers requirements this includes troubleshooting and fixing of any issues of the hardware/software components.
- Hardware/software is to be serviced and resolved according to the maintenance/simplify agreement.
- Investigate and respond to client queries on site.
- Provide support to staff and technical learners with regard to solving of a technical nature or where specialist knowledge and/or experience is required.
- Install all the printers firmware updates and operating system on customer units.
- Ensure that the serial number and model of the printer is correct as per the job card, if not provide helpdesk with the amended details to follow up.
- Ensure the min calls per week, month are actioned as per MOU.
- Need to attend to minimum pm’s as per MOU per week.
- Ensure that a PO or warranty job number is received before work is performed.
- Ensuring maintenance and non-contractual growth and attaining department targets.
- Ensuring that the work area is neat and tidy at all times.
- Consistently manage own priorities so as to achieve all deliverables.
- Perform any other duties as an when assigned by Technical Manager and/or Helpdesk Team Leader.

**Requirements**:

- Proven work experience as workshop technician or similar role
- Knowledge of printers and/or scanners within our industry.
- Understanding of software management will be an advantage.
- Ability to Manage Time and Workload Effectively
- Excellent communication skills
- Outstanding organizational skills
- Qualified in Technical and/or IT, or related field.
- A+ & N+ certified.
- The ability to adapt and drive change within the parameters of the department.
- Strong Attention to Detail.
- Ability to Engage and Motivate Others.
- Drive to Achieve Results.
- Leadership abilities.
- Computer Literacy i.e. BPO & MS Office.
- Ability to work independently with mínimal direction.
- Sound judgement to identify and report problems to Team Leader and/or Technical manager and contribute to resolving them.
- Ability to train other technicians and/or learners within the company.

**Salary**: R15,000.00 - R18,000.00 per month

**Education**:

- Diploma (required)

**Experience**:

- Line Printer: 5 years (required)
- Laser Printer: 5 years (required)
- Scanner Repair: 3 years (required)
- Software: 3 years (required)

License/Certification:

- Drivers License + Own Vehicle (required)

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