Field Service Technician - Greater Toronto Area, Canada - Media Resources Inc

Media Resources Inc

Verified Company

Greater Toronto Area, Canada

3 weeks ago

Posted by:

Sophia Lee

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Description

_Field Service and Commissioning Technician _

Media Resources Inc, is a fast growing, thriving Company specializing in Large Format Printing, Digital LED Displays, 3D Fabrication and Sign Installation services to the sign and display industry.

From design, fabrication to installation and maintenance, Media Resources Inc. is the industry leader to support sign installation, printing, custom fabrication, and digital LED display needs.

OBJECTIVE

The primary purpose of this position is to provide Field Service in the Commissioning of new Digital LED signs and the On-Site Service and Preventative Maintenance of Digital LED signs.

ORGANIZATIONAL STRUCTURE

Reports to:
Digital Service - Oakville

Supervises:
N/A

External Contacts:
Customers, Field Service Technicians and vendors

Work hours:
Some evening or weekend work may be required.

PRINCIPAL RESPONSIBILITIES

Commissioning of new LED Signs: On-Site locations across Ontario.
Priority Break/Fix: On-Site locations across Ontario. On site parts replacement of LED modules, power supplies or controllers as required to repair sign.
Remote NOC Level 1 Technical Support in Oakville ON office.
Maintain customer satisfaction ratings based on criteria established by the company.
Input service call information into Service ticketing system to log customer information and actions taken along with required next steps. Diligently enter required information into drop down menu fields to facilitate the gathering of service and product performance metrics.
Utilize company provided diagnostic tools (MRI Portal) and Remote Desktop software to triage and diagnose customer reported issues.
In doing the above activities, create a positive customer experience while meeting company standards pertaining to quality of work performed and in compliance with company policies, procedures, legislation, regulation and directions and identify noncompliance for resolution.
Participate and comply with all health and safety processes and initiatives to ensure that Media Resources remains a safe workplace
Other duties as assigned.

QUALIFICATIONS & SKILLS

5 + Years' Experience in Field Service and Maintenance of LED signage.
Experience in working at heights and operation of a bucket truck and scissor lifts.
Ability to work independently to suggest and implement solutions for issues encountered in the field.
Solid understanding of networking (Hardline, Wireless and Cellular)
Solid understanding of Electrical installation and service.
Exceptional written and verbal communication skills with a real desire to help customers and create a positive customer experience.
5+ years' experience in a Tier I desktop support providing similar technical responsibilities. Technical college and A+ certification is considered an asset.
Ability to work professionally with outside service providers
Positive "enjoy life" attitude to work strong team player with excellent problem and conflict solving skills; resourceful and proactive.
Commitment to product quality and delivery deadlines based on cost and time constraints
Exemplary organization and time management skills; excellent multitasking ability

KEY DELIVERABLES

Ensure all Service requests are completed to the customer's satisfaction in a timely manner.
Ensure all Service calls are PROACTIVELY followed up and customers kept updated on service ticket status.
Ensuring all pertinent information is entered into service tickets to facilitate the gathering of service performance and product metrics.
WORKING CONDITIONS Environment
Field Service work is performed on site on sign structures or when providing Help Desk support or performing depot repair in an office environment.
This job requires some exposure to harsh weather conditions during commissioning or servicing of outdoor LED signage. Mental Effort
Strong organization and adherence to specified time lines.
This position requires multitasking to ensure the varied job requirements are met.
Flow and characteristics of work require work pressure for frequent periods of short duration or occasional periods of sustained duration. Ability to manage and deescalate situations. Proven record of effectively managing conflict situations

Physical Requirements: