Break / Fix Technician

CTG ,
London, Greater London
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Job Description

Break / Fix Technician London, Ontario, Canada Information Technology Jul 23, 2019Post Date 19205972Requisition # Apply for JobShare this JobSign Up for Job Alerts CTG is currently recruiting for aBreak / Fix Technicianposition inLondon,ON. Position: Break / Fix Technician Location: London, ON Compensation: $ 18.50/ hour. Duration: On-goingcontract. Fulltime:37.5h/week Hours: Monday-Friday8:30AM -5PM (7.5h/day) If interested, please send your updated CV in WORD format to: youri.zakharov@ctg.com POSITION SUMMARY: A TSR is accountable for servicing and repairing a variety of products and additional duties, as required. The role responsibilities typically involves the installation and routine maintenance on small desktop and convenience copiers, printers and MFD's within a specified geography. Depending on geography or company needs, there may be additional product requirements. CLIENT FOCUS: Uses basic information about the customer to anticipate needs and to represent the Company in a professional manner. Puts the customer first and works with other employees as required to ensure the delivery of service or the Service Level Agreement (SLA) as relevant. Communicates clearly and confidently with the customer both written and orally as required. Provides customer training on assigned products in accordance with current field procedures. Adheres to documented escalation procedures to resolve customer issues. Provides time and materials (T&M) customers with T&M estimates, complete approved service activities and process completed Technical Service Billing Explanation (TSBE) paperwork through admin. MECHANICAL EXPERTISE: Performs full range of maintenance on small desktop/convenience copiers, printers and MFD`s including technical diagnostics, software loads, print driver installs, network installations, removal, retrofit and customer call assistance. Corrects service problems within the assigned products with some assistance, as required. COLOUR THEORY: Must have a basic understanding of colour theory. SOFTWARE NETWORKING & CONNECTIVITY: Basic Windows and Network Connectivity knowledge Can complete basic installs: must be able to connect individual devices to the customer's network and install drivers onto PCs. INTERNAL RELATIONSHIPS: Participates in team meetings, escalates calls for moderately complex to complex issues. Communicates regularly with Supervisor or Manager. Works closely with the sales organization to maximize leads and upgrade opportunities. TOOLS: Responsible for assigned company assets (i.e. parts, tools, communication and computing devices, vehicles). Maintains and manages Xerox trunk and onsite inventory with a high degree of effectiveness. SELF-DEVELOPMENT: Attends and satisfactorily complete required Xerox training programs within prescribed timeframes (including on-line courses, as required). Responsible for supportive participation in team meetings and adherence to agree upon practices and principles developed by the workgroup. REQUIRED SKILLS / QUALIFICATIONS: Education and Experience Required: Minimum: High School Diploma /GED(classes and experience with computers, electronics, mechanics, etc. is desired) Preferred: College Diploma / Associate Degree (technical field) or equivalent certification with less than 1 year working experience. 1-3 yearsof experience as a Customer Service Engineer in an on-site break-fix role. Knowledge & Skills Required: Possess avalid (full) driver's license(the license may not include restrictions) and a satisfactory driving record as determined by the Company (note that all individuals, whose job responsibilities may include driving are subject to periodic motor vehicle records checks). Requires sufficient insurance coverage foruse of personal vehiclewhile on company business, as required. Must have a solid understanding of electromechanical systems and be able to troubleshoot to the component level using diagnostic processes and test equipment. Ability and willingness to workvariable hours(extended hours, weekends, on call, abbreviated work week) Proven previous customer facing technical competence. Ability to pass color test, as required. Ability to work unsupervised and travel to support surrounding geographies, as required. Demonstrated Windows and Network Connectivity competency. MS Office experience Demonstrated competency in use of laptop applications. Proven ability to work cooperatively within a team environment. Exceptional communication and customer service skills and the ability and desire to work in a collaborative team environment. Must be ableto lifta minimum of40 lbs. on a regular basis. Specialty Knowledge/Certifications Preferred: COMPTIA - A+ / PDI COMPETENCIES: Client Focus: Demonstrating willingness to identify, understand and give priority to meeting the needs of the customer. Communication and Influencing: The ability to communicate clearly and effectively with a wide variety of internal and external people, formally and informally, a

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