Ascendum is a global information technology (IT) solutions company that delivers "Technology Inspired Solutions to Business Driven Challenges." Ascendum works with small, medium, and large firms, including many Fortune 1000 companies, to help them solve business challenges. Ascendum's approach is built on the success of using the right combination of strategy, people, processes, technology, and infrastructure for each client situation, to meet specific business needs/challenges and deliver expected results.

Job Title - Sr. Field Service Engineer

Location - Saline, MI

Duration - 12 Months renewable contract

JOB SUMMARY: 

Working in assigned territory, is responsible for the break/fix repair, installation, preventive maintenance of Monochome and Color Laser Printers/Multi-Function Devices at a large Detroit area customer. Provides quality service execution performance to meet or exceed Customer commitments resulting in high levels of Customer Satisfaction. Meets or exceeds Metrics of Customer Focused Objectives including Response Time, First Call Completion and Call Backs.

RESPONSIBILITIES: 

• Respond to dispatched service calls in assigned territory within Customer SLA commitments 

• Accurately diagnose, repair & maintain product(s) and accessories in peak operating condition within published electrical, mechanical and print quality specifications 

• Effectively schedule calls to manage SLA requirements across assigned activities 

• Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure 

• Assist customer with any reported issues or questions on product(s) or offerings 

• Train Customer on appropriate usage of product & features 

• Ensure proper repair and maintenance procedures are performed on identified device(s) and Total Service Call Procedures are completed prior to leaving customer site. 

• Follow prescribed administration procedures to ensure proper collection and reported of required data, including, but not limited to; call acceptance, status updates, call closure and debrief, parts returns and tracking 

• Manage local part inventory and ensure accurate tracking of inventory levels and transactions. 

• Present a positive image through proper attire, communication skills and personal grooming.

ADDITIONAL RESPONSIBILITIES:

Assumes other special activities, responsibilities, and special projects from time to time as directed.

EXPERIENCE AND SKILLS:

• 3-5 years in field service or customer support 

• Strong electro-mechanical aptitude 

• 2-5 Years experience in servicing laser printers and multi function laser devices (preferably Lexmark) 

• Excellent driving record 

• Valid drivers license 

• Sound administrative skills 

• Ability to properly lift 60 pounds or less frequently

PERSONAL CHARACTERISTICS:

• Excellent communication skills, written and verbal. 

• Customer service orientation 

• Positive attitude 

• Ability to learn quickly

EDUCATION:

• High school diploma or GED 

• Associates degree in electronics or equivalent

If you are interested, please apply for this exciting opportunity. If you are not interested and not available now but you know anyone in your network then please pass on job details.