Telesis, Inc.
  • Data Security, Inc
  • Lincoln, NE, USA
  • Will discus with applicant
  • Salary
  • Full Time

Competitive Wage and Profit Sharing; Career Growth and Development; Medical, Dental & Life Insurance; Short and Long Term Disability Insurance; 401(k) Retirement Plan; Paid Vacation, Holidays and Life Defining Events; Lifelong Learning Program; Wellness Benefit; Employee Assistance Program; Employee Discount at Lazlo’s and FireWorks


The Data Security, Inc. Service Technician handles customer repairs by working closely and directly with customers, as well as collaborating with the sales and engineering teams to ensure maximum issue resolution with urgency and efficiency. It entails troubleshooting technical issues and collecting, managing and reporting repair data to the engineering team. The Service Technician continually improves customer satisfaction, maximizes customer retention, understands business issues and opportunities and recommends solutions that enable the organization to achieve its goals.

Reports To: Sales Manager

Essential Functions:

  • Inform customers on proper operation and preventative maintenance of their machines
  • Receive all customer repair and maintenance calls; predominately over the telephone
  • Communicate and follow up with customers throughout repair and maintenance process to meet superior customer service standards
  • Coordinate with customer and internal teams to evaluate, diagnose and analyze the best product repair solution in a manner that meets our superior customer service standards
  • Perform minor and major repairs at the factory or at customer locations
  • Perform preventative maintenance on equipment at the factory or at customer locations
  • Support International Distributors with set up, repairs, and maintenance
  • Coordinate product returns and disassemblies
  • Prepare in house equipment and demo area for factory customer visits
  • Repair and refurbish used stock for sale
  • Maintain and repair trade show and service stock machines
  • Maintain customer service database, thoroughly documenting all customer interaction, repairs, and preventative maintenance performed
  • Through reporting, identify trends in the preventative maintenance and repair needs of our customers
  • Create detailed instructions on how to perform repairs
  • Create customer support documents
  • Provide product repair and PM training to Sales Team as needed
  • Maintain tool kit and used parts inventory
  • Assist in manufacturing when needed
  • Other duties as assigned by the Sales Manager or Director of Data Security, Inc.

Competencies:

  • Professional, career-oriented with excellent customer service skills
  • Technical and problem solving skills
  • Basic knowledge of the practical application of common tools
  • Commonly-used concepts, practices, and procedures of an office environment
  • Experience and knowledge in all Microsoft applications with extensive experience and knowledge in Microsoft Excel and Microsoft Access
  • Effectively use computer hardware and software to plan work and manage projects
  • Working knowledge of how to communicate effectively in a team environment
  • Must be able to utilize self discipline and self direction to manage time and job functions
  • Ability to maintain confidentiality of company's proprietary and sensitive information
  • Must have ability to use the telephone and email to communicate effectively
  • Ability to listen to and understand information and ideas presented through spoken words and sentences
  • Ability to promote organizational values as a representative of the company
  • Ability to attend or complete additional company supported courses for further understanding of the products

Work Environment:

Work is performed in a mix of an office environment, manufacturing floor and engineering lab.

Physical Demands:

While performing the essential functions of this job, the employee is regularly required to sit. The employee is frequently required to walk or stand. The employee is occasionally required to bend, twist or reach as well as lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision preferred and the ability to adjust focus between multiple tasks.

 Availability:

  • 40 hours per week
  • Typically Monday thru Friday; daytime hours
  • Approximately 7-10, 2-5 day trips each year

Required Education and Experience

High school diploma or equivalent and some customer service experience

Preferred Education and Experience

Associate Degree in Business, Communications, Equipment Repair or similar and 2-4 years experience

 

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

EOE AA/M/F/Vet/Disability

Telesis, Inc.
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