Service Support Specialist

2 weeks ago

Springfield, Massachusetts, 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 enhancing supply chain and field-based business processes.


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

Location: Remote with travel requirements.

Pay Rate:
$25+/hour.

Schedule:
Mon-Fri 8am-5pm +/-.

Regular travel to client locations is expected.


As a Service Support Specialist, you will deliver timely service and assistance for Peak Technologies supported equipment, encompassing installations, repairs, preventative maintenance, calibration, and sales support.

Maintain an organized and proactive approach to territory management, utilizing available management reports and data. Demonstrate the capability to formulate contingency and effective support plans with guidance from senior colleagues.



Continually assess and implement efficiency enhancements in territory operations.

Responsible for fostering and sustaining high levels of customer satisfaction while consistently achieving results across all key business areas with minimal supervision.

Focused on business growth, treating every service interaction as an opportunity for development or lead generation. Maintain a positive attitude and demeanor, embracing change and encouraging peers and the team to do the same.

Key Responsibilities:

Promote and generate sales of service contracts, upgrades, parts, and billable labor revenue to meet established business objectives.

Maintain accurate inventory for service purposes and adhere to approved policies and procedures for inventory management.
Provide timely and precise documentation detailing field activities, expenses, time reporting, and other required information.
Deliver exceptional customer service; ensure customer satisfaction is achieved when addressing product issues and complaints.
Maintain prompt, effective, and ongoing communication with customers and internal stakeholders regarding service call status, estimated times of arrival, and resolution updates.
Regularly engage and build strong relationships with both internal and external customers.
Develop a thorough understanding of corporate and service department procedures and policies.
Install, maintain, and repair forms handling equipment.
Take ownership of the role and proactively coordinate and schedule service activities based on regional demands and priorities.

Exhibit behaviors that promote operational excellence by consistently challenging outdated methods and taking responsible risks to enhance results; serve as a positive role model in innovative thinking and quality work.

Engage in continuous training and self-development to familiarize yourself with Peak Technologies products and applications. Attend 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 background in electro-mechanical devices such as printers, kiosk/ATM devices, or equivalent experience.
An associate degree is required and/or 5-plus years of relevant work experience in field service, IT, or a similar industry.
Certification in information technology, process improvement, or related disciplines is preferred.
Operates within division or department policy guidelines using independent judgment to achieve assigned objectives.
Reads and interprets documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Applies common sense understanding to carry out instructions provided in written, oral, or diagram form.
Escalates issues identified during tasks to minimize customer disruptions.
Prioritizes and manages multiple tasks simultaneously.
Strong computer skills and proficiency in phone applications using Microsoft Windows-based programs are essential.
Self-starter with motivation to perform effectively during peak demand periods.
Must possess a valid driver's license and maintain a safe driving record.
Ability to lift 50 lbs without limitations.
Willingness to travel nationally.
Ability to perform in high-pressure environments.
Critical physical effort involving continuous standing, bending, and handling equipment.
Exposure to limited amounts of noise and paper dust.
Home office setup with extensive daily travel and occasional overnight travel to client locations nationally.

Peak Technologies, Inc.

is an Equal Opportunity Employer committed to ensuring 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.

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