Service Technician

We are looking for a dedicated problem solver to work within our field-based team, providing support and proactive maintenance for our customers.

What to expect

Once trained on our products, you will be out in the field relatively quickly, utilising your current knowledge of MFPs and/or printers. You will be responsible for providing post-sales/implementation and technical support services to customers, including installation, troubleshooting, problem resolution and maintenance. You will be required to respond to customer questions regarding operation and malfunctions and advise customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction. As part of your role, you will primarily cover customers in the Midlands, with the expectation that on occasion you may be required to travel slightly further afield to cover holidays or other absences.

Responsibilities and duties

• Installing, maintaining and diagnosis of machine faults as per Company Guidelines and SLA’s on specified Toshiba MFP equipment.
• Escalating issues to a Senior Technician / Manager when required.
• Work proactively to achieve individual, team and Company SLAs and productivity levels.
• Monitor and maintain adequate stock levels.
• Regular contact with call centre to maintain accurate reporting.
• Develop and maintain a good rapport with the call centre, making regular contact with established call opening and closing procedures with accurately reported work/travel times.
• Ensure all relevant paperwork is completed and submitted in a timely manner.
• Training customers to be proficient in the use of their equipment.
• To observe and maintain a professional company approach to all customers in developing and building a good rapport.
• Develop and maintain a high level of product knowledge and skills.
• Comply with Group Policies, Procedures and Objectives.
• Perform other such reasonable tasks and responsibilities which may from time to time be required.

Qualifications and skills required

• A full UK driver’s licence and the flexibility to travel with the role.
• Professional written and verbal communication skills across all levels.
• Strong customer service skills.
• Ability to display tact and diplomacy when dealing with difficult situations and people.
• Good working knowledge of Health & Safety procedures both within Toshiba and customer premises.
• Effective workload scheduling and prioritising.
• Proven Electromechanical Skills.
• Ability to support department with networking of machines to client systems.
• Good time management and organising skills.
• Computer literacy (Microsoft Office).

The ideal candidate will have past experience of supporting MFDs in a comparable role and any Toshiba product knowledge would of course be ideal, however, we are open to considering individuals who can demonstrate experience of supporting MFDs as part of a wider IT support role, and/or candidates who have supported a comparable hardware product, with transferrable skills. We operate Monday to Friday and our engineers are on customer sites attending calls during business hours. There may be occasional overtime. Your region will cover the Midlands, and will vary depending on the needs of the business, customer locations and at times, covering absences/holidays in the wider team. It would suit someone in the Stoke area, covering Derby/Nottingham but potentially further South to Birmingham, across to Wales and/or up to Manchester.