Department: Service

Head of Department: General Manager

1. TITLES OF JOBS DIRECTLY SUPERVISED:

Not Applicable

2. PURPOSE OF POSITION:

The Field Service Technician is needed to ensure that all machines sold and serviced by Eric Solis Marketing Limited, are done to the highest standard. They are also required to troubleshoot.

3. POSITION SUMMARY: (Duties and Responsibilities)

Under the directive of the General Manager, the Field Service Technician is required to:-

1. Ensures operation of machinery and mechanical equipment by completing preventive maintenance requirements on printers, photocopiers, scanners, multifunction devices and production machines; following operations manuals, manufacturer’s instructions, and engineering specifications; troubleshooting malfunctions.
2. Locates sources of problems by observing mechanical devices in operation; listening for problems; using precision measuring and testing instruments.
3. Removes defective parts by dismantling devices; using hand and power tools; examining form and texture of parts.
4. Determines changes in dimensional requirements of parts by inspecting used parts; using calipers, screwdrivers, and other measuring instruments.
5. Controls downtime by responding to calls in a timely manner and carrying out all necessary checks to ensure optimum operations at the end of visit; informs office of any part changes via job cards brought in at the end of each day.
6. Fabricates repair parts by using machine shop instrumentation and equipment.
7. Conserves maintenance resources by using equipment and supplies as needed to accomplish job results.
8. Provides mechanical maintenance information by answering questions and requests.
9. Maintains technical knowledge by attending educational workshops; reviewing technical publications; establishing personal networks; utilizing online resources supplied by the manufacturers; participating in examinations which are offered.
10. Maintains continuity among technical team by documenting and communicating actions, irregularities, and continuing needs.
11. Maintains safe and clean working environment by complying with procedures, rules, and regulations.
12. Contributes to team effort by accomplishing related results as needed.
13. Delivering bills, contracts, quotations, tenders and consumables to customers
14. Assist in stocktaking
15. Report all incomplete calls or escalate any unsolved issues to a Senior Field Service Technician for assistance.
16. Assist in any other duties which may be assigned from time to time by your Supervisor/Manager or any other senior personnel acting in his/her behalf.
17. Make recommendations to your Supervisor/Manager wherever and whenever necessary, concerning the improvement, enhancement, and/or upgrading of staff, systems, goods, and equipment

4. ACCOUNTABILITIES:

• Accountable for ensuring that the machines are set up properly and working efficiently before leaving the compound to be delivered to the customer.
• Accountable for ensuring that all cheques or monies collected in the field is returned to the office the same day or the next day and recorded.
• Inform inventory if a particular machine part may be need which may not be in stock so that ordering may take place.

5. RESOURCES:

• General Manager
• Sales Manager
• Product Consultants
• Customer Service Representatives
• Inventory Clerk
• Administrative Coordinator
• Warehouse Personnel
• Material Handling Equipment
• Manager, Warehouse & Distribution

6. REQUIREMENTS:

• Ability to work under high pressure situations and decipher when additional assistance may be needed to complete a particular call
• Ability to show acute problem solving skills
• Exceptional organizational skills and ability to effectively multi-task
• Good time management skills
• Exceptional customer relations skills; the ability to make the customer comfortable and project a certain level of professionalism and confidence with one’s task.
• Sound technical knowledge of the machines which are to be serviced; ability to learn quickly when presented with new technology on the market.
• Ability to innovate when faced with a difficult problem in the field or with a machine in the shop.

7. ACADEMIC QUALIFICATIONS:

5 O’Level passes including Mathematics and 2 A’Level passes. An Advance Diploma in a relevant Technical discipline. The person must be Computer Literate, with a good knowledge of Microsoft Office and any Inventory software. Three (3) years working experience in a similar position for at least three (3) years. The incumbent must also possess good report writing skills. Any other suitable combination of qualification and experience listed above may be acceptable.

• ACTING BUDDY – In the absence of the Field Service Technician, another Field Service Technician, may act on his / her behalf.

• ACTING ASSIGNMENT – The General Manager, at his / her discretion, may assign the Field Service Technician to act on someone else’s behalf in the Department.