Technical Support Representative

2 weeks ago


Hickory, North Carolina, United States RJ Young Full time

Summary/Objectives

The Technical Service Representative (TSR) is responsible for supporting multifunctional devices at customers' locations. Additional responsibilities include the following: basic connectivity (print/scan), maintaining parts inventory (car stock), meter collection, escalating unresolved issues with the appropriate RJY Team Member, and as designated by their Service Manager. This individual will be required to utilize the current systems for service call tracking, mileage reimbursement, and payroll. They must maintain their appearance in conjunction with department dress code and attend trainings as directed by their manager.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Effectively communicate with the customer (phone/email/in-person) to ensure their satisfaction with the support provided.
  • Repair office equipment (copier/printer/scanner/fax).
  • Resolve basic connectivity (print/scan) issues with a customer's multifunctional printer (MFP).
  • Attend and pass required trainings.
  • Drive company owned vehicle in a courteous and respectful manner.

Supervisory Responsibility

N/A

Work Environment

This job typically operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Sometimes the work environment will be a customer's distribution center or manufacturing department.

Physical Demands

  • Must be able to drive long distances to service a device.
  • Must be able to carry a tool bag weighing up to 30lbs.
  • Must be able to lift to 100lbs to assemble some device components.
  • Must be able to move equipment (machines typically have casters) to access components.

Position Type/Expected Hours of Work

  • Full Time, Monday thru Friday 8am to 5pm, or 7am to 4pm.
  • Special circumstances may require the need to work late or on a weekend.
  • Occasional travel on weekends for manufacturer training.

Travel

  • Daily travel between customer locations.
  • Occasional travel to attend training or team meetings.

Required Education and Experience

High school diploma or equivalent.


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