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Service Support Specialist

2 months ago

Oklahoma City, Oklahoma, United States PEAK Technologies Full time

For over 35 years, Peak Technologies has been a leader in delivering comprehensive enterprise mobility, managed services, printing, and mobile data capture solutions tailored for performance-driven organizations focused on optimizing supply chain and field-based business processes.

Remote Opportunity
Service Support Specialist (Printers/Scanners/Etc.) $25/hour+

As a Service Support Specialist, you will be responsible for delivering exceptional service and assistance for equipment supported by Peak Technologies. This includes timely installations, repairs, preventative maintenance, calibration, and sales support. You will maintain an organized and proactive approach to territory management, utilizing management reports and data provided. Your role will involve developing effective support plans with guidance from senior peers.

Continually assess and implement efficiency enhancements in territory operations. You will be accountable for promoting high levels of customer satisfaction and consistently achieving results across all key business areas with minimal supervision. Focus on business growth by treating every service interaction as an opportunity for lead generation. Maintain a positive attitude and encourage change among peers and team members.

Key Responsibilities:

  • Drive the sale of service contracts, upgrades, parts, and billable labor revenue to meet established business objectives.
  • Ensure accurate inventory management for service purposes while adhering to approved policies and procedures.
  • Provide timely and precise documentation detailing field activities, expenses, time reporting, and other necessary information.
  • Deliver outstanding customer service; ensure customer satisfaction when addressing product issues and complaints.
  • Maintain effective communication with customers and internal stakeholders regarding service call status, estimated times of arrival, and resolution updates.
  • Build and nurture strong relationships with both internal and external customers.
  • Develop a thorough understanding of corporate and service department policies and procedures.
  • Install, maintain, and repair forms handling equipment.
  • Take ownership of your role and proactively engage in coordinating and scheduling service activities based on regional demands.
  • Exhibit behaviors that promote operational excellence by challenging outdated methods and taking responsible risks to enhance results; serve as a positive role model in creative thinking and quality work. Commit to continuous training and self-development to master Peak Technologies products and applications.
  • Participate in management-approved seminars and training sessions as required.
  • Adhere to all safety policies, practices, and procedures.
  • Perform additional duties or special projects as assigned.
Qualifications:
  • Near expert level technical expertise in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
  • Associate Degree required and/or 5-plus years of relevant experience in field service, IT, or a similar industry.
  • Certification in information technology, process improvement, or related fields is preferred.
  • Operate within departmental policy guidelines using independent judgment to achieve assigned objectives.
  • Read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Apply common sense understanding to execute instructions provided in written, oral, or diagram form.
  • Escalate issues identified during task performance to minimize customer disruptions.
  • Prioritize and manage multiple tasks simultaneously.
  • Strong computer skills and proficiency in Microsoft Windows-based applications are essential.
  • Self-motivated and capable of performing effectively during peak demand periods.
  • Ability to work remotely with minimal supervision.
  • Must possess a valid driver's license and maintain a safe driving record.
  • Must be able to lift 50 lbs without limitations.
  • Willingness to travel nationally.
  • Ability to perform in high-pressure situations.
  • Physical requirements include continuous standing, bending, and handling equipment.
  • Exposure to limited noise and paper dust.
  • Home office with significant daily travel and occasional overnight travel to customer sites nationwide.
Peak Technologies, Inc. is an Equal Opportunity Employer committed to providing equal access for all individuals regardless of race, color, religion, gender, age, national origin, veteran status, disability, genetic information or testing, family and medical leave, sexual orientation, and gender identity or expression.