Service Technician

Field Service Technician - Kelowna, BC

Job Summary

NextGen Automation is seeking a skilled and customer-focused Field Service Technician to join our service team. This position is responsible for installing, maintaining, troubleshooting, and repairing office equipment, including printers, multifunction devices, scanners, and related software and connectivity solutions.

The successful candidate will represent NextGen Automation professionally while providing high-quality technical service, problem resolution, and support to customers, fellow technicians, sales personnel, Customer Care, Dispatch, and management.

Job Duties and Responsibilities

Duties and daily responsibilities will include, but are not limited to, the following:

• Exhibit and uphold NextGen Automation’s core values.
• Provide technical problem resolution and assistance to customers, service technicians, sales personnel, and management across the organization.
• Troubleshoot and resolve hardware, software, network, and connectivity-related issues.
• Perform a full range of service functions, including installation, maintenance, diagnostics, repairs, upgrades, and equipment retrofits.
• Install, maintain, and repair business color, monochrome, and production print equipment.
• Execute territory management and call-handling procedures effectively and efficiently.
• Manage assigned service calls in a timely manner while maintaining a high level of customer satisfaction.
• Maintain and manage personal parts inventory with a high degree of accuracy.
• Complete all required administrative tasks, service reports, parts usage records, and documentation accurately and on time.
• Follow best practices related to the maintenance, repair, and troubleshooting of office equipment.
• Attend manufacturer, vendor, and internal training sessions, including technical seminars as required.
• Maintain a strong working knowledge of current technologies, equipment, software, tools, and service processes.
• Communicate clearly and professionally with customers regarding equipment issues, service actions, and repair status.
• Work and communicate effectively with Customer Care, Dispatch, and other internal departments.
• Demonstrate proper care, use, and maintenance of NextGen Automation property, tools, parts, equipment, and vehicles.
• Represent NextGen Automation in a professional manner at customer sites and in all business interactions.
• Support after-hours customers and work overtime when required.
• Perform other duties and activities as assigned by the NextGen Automation management team.

Qualifications and Experience

The ideal candidate will possess the following:

• Previous experience servicing printers, multifunction devices, copiers, scanners, or related office equipment is preferred.
• Strong mechanical, electrical, and technical troubleshooting skills.
• Working knowledge of networking, print drivers, scanning, software installation, and connectivity troubleshooting.
• Ability to diagnose equipment issues and perform repairs in an efficient and professional manner.
• Strong customer service and communication skills.
• Ability to work independently while managing daily service calls and priorities.
• Strong organizational skills and attention to detail.
• Ability to maintain accurate inventory, service records, and administrative documentation.
• Willingness to attend ongoing technical training and stay current with changing technologies.
• Valid driver’s license with a clean driver’s abstract.
• Ability to travel within an assigned territory as required.

Skills and Competencies

• Customer-focused and professional.
• Strong problem-solving ability.
• Mechanical and technical aptitude.
• Effective written and verbal communication.
• Time management and territory management skills.
• Ability to work under pressure and meet customer expectations.
• Self-motivated and dependable.
• Team-oriented with the ability to support other departments when required.
• Commitment to quality workmanship and continuous learning.

Physical Requirements

This position may require the ability to:

• Lift, move, or carry parts, tools, and equipment.
• Stand, bend, kneel, reach, and work in various customer environments.
• Use hand tools and diagnostic equipment.
• Travel between customer locations throughout the workday.
• Safely operate a company vehicle, where applicable.

Working Conditions

The Field Service Technician will primarily work at customer locations within an assigned service territory. The role may also involve work at NextGen Automation branches, warehouses, or staging areas. Overtime and after-hours support may be required from time to time based on customer needs and business requirements.