Technical Specialist Jobs

Job Title: Technical Specialist

Location: Brandon, Manitoba

Status: Permanent, Full-time

Reports to: Service Manager

About the Company

When you join Kyocera Document Solutions Canada, you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change, which does not come around every day. If you are a passionate individual driven by challenges and want to be an agent of change and a driver of growth, then Kyocera Document Solutions Canada is the right company for you.

About the Role

We are seeking a dynamic, professional, and self-motived individual who has a passion to provide excellent customer service. As a Technical Specialist, you have an expert level of technical knowledge and can accurately diagnose, repair, and service equipment while maintaining the targeted annual recall rate. You are the face of the company, and you represent the core value of Kyocera. Your responsibility also includes providing training and adequately communicating with customers to maintain satisfaction with Kyocera and its products.

Major Duties and Responsibilities

• Receive, prioritize, and accurately close service calls.
• Provide senior-level technical skills and assistance to KDCA technicians and customers.
• Maintain optimum equipment performance per manufacturer maintenance and repair procedures.
• Provide on-going key-operator training to enhance user productivity, increase machine uptime and reduce service tickets.
• Keep current with new technology through off-site manufacturer's classes and online training.
• Provide customers with knowledgeable information regarding the status of their equipment to ensure confidence and satisfaction with Kyocera products and personnel.
• Accurately diagnose, repair, and maintain equipment in optimum operating condition at customer sites.
• Provide customer assistance with loading paper, staples, adding toner and, or any other key-operator function as required and, or proactively as schedule allows.
• Assist fellow technicians or assume responsibility for complete problem resolution of field equipment.
• Maintain annual recall rate below 10%.
• Report poor or suspected poor machine performance at first suspicion to manager.
• Prepare and deliver technical presentations involving technical skills, techniques, etc. with KDCA technical staff.
• Perform courtesy calls and or provide all necessary documentation.
• Manage and maintain a highly accurate car stock parts inventory.

Qualifications

Required:

• Ability to read and follow technical schematics and service manuals.
• Strong customer service skills.
• Excellent electrical and mechanical troubleshooting skills.
• Minimum training (10) KDCA on-line apps or “connectivity” courses.
• Network connectivity skills to conduct Fleet installations without assistance and interface with customers IT contacts. Must also be able to provide network connectivity assistance to teammates and customers including remote assistance.
• Formal training of at least 10 models (any manufacturer).
• Minimum 7 years mechanical and electrical support experience, within office product industry.
• Valid driver's license and vehicle with a clean driving record.
• Physical requirements: ability to bend, lift 50 pounds.
• Ability to travel to and from customers’ site within allocated customer base.

Preferred:

• Fiery Skill Level Intermediate
• A+ Certification or equivalent