Service Technician - It

Service Technician

Location: Moncton

Office Interiors is a Maritime-based company that operates on a clear set of values showing our commitment to our People, our Customers, our Environment, our Communities, Results and Integrity.

As a member of our Office Equipment Technician team, you would shareOffice Interiors’ vision to“Inspire People to Love the Way They Work,” and mission“to Help Customers Create Productive Work Environments.”Your role would be centered around providing technical service for networked office equipment, phone systems, mailing systems, software and related items that meet the needs and expectations of customers. This role will also have oversight of our warehouse, receiving equipment and ensuring the space is organized and efficient.

If you have a positive “can-do” attitude, and the drive and energy to work in an environment where you take ownership to get the job done and achieve your individual results, this is the place and role for you.

Key Abilities and Traits

• You are a self-starter with the ability to multi-task efficiently, prioritize tasks and work independently, sometimes under time pressures, under minimal supervision
• Ability to work in a team environment
• You are engaged in the community; community involvement is expected for every member of our team
• You fit with Office Interiors’ six Core Values (our People, our Customers, our Environment, our Communities, Results and Integrity)

Key Responsibilities:

• Perform technical service on electronic office equipment and related items at customer’s locations
• Assist in equipment preparation by loading/unloading, packing/unpacking, setting-up, refurbishing and de-commissioning equipment both in the shop and in the field
• Collaborate with the team to help design and implement solutions for both new and existing customers, based on specific needs and requirements.
• Maintain adequate levels of parts inventory and company supplied equipment in an organized fashion. Conduct parts counts to reconcile parts inventory and review with Service Manager any adjustments to min/max levels for specific parts as needed. Know the status of all back ordered parts that apply to open service calls in the territory and escalate to a supervisor should the ETA exceed normal delivery times
• Complete all required training programs including online, in-house, in the field, and other training programs that may be held out of Province
• Provide training for customers on equipment as required
• Maintain effective communications including required documentation with customers, dispatchers, and supervisors as needed to resolve problems and deliver high levels of customer service
• Standard work hours are 8:00 am to 4:30 pm. Periodically you will be required to work beyond these or potentially be on call to provide service after hours
• Manage the service for an assigned base of installed office equipment achieving Pro Elite 100 industry benchmarks for response times, call back ratios, numbers of calls performed, reschedule ratios, incomplete calls, accountable time and any other defined metrics
• Train customers to use their equipment and provide technical service support (both remotely and on-site).
• Assist with the implementation, installation and integration of business telephone (analog, digital, VoIP, SIP) and data networks.

Qualifications

• Post-secondary education in IT or Electronics Engineering Technology, Telephony experience preferred, relevant experience will be considered
• Avaya Cloud Office (Ring Central), Avaya IP Office, Cloudli (formerly Babytel) and/or Allworx on premise certified or equivalent experience preferred
• Strong understanding of data networking and its’ relevant components i.e., data switching and routing, OSI Model
• Strong understanding of structured cabling including data and voice panels as well as BIX field connections and infrastructure required