Field Service Technician - Kansas City

PURPOSE

Primary responsibilities are maintaining a thorough working knowledge of all aspects of the mechanical and electronic functionality of all generations of the ImageTrac scanner and increase ibml's consumable revenue and customer base of consumables. He/She shall maintain availability for dispatches to customer sites based on contracted hours, during and after regular business hours as needed.

ROLE AND RESPONSIBILITIES

* Consistently achieve or exceed the sales plan by maintaining existing business, developing incremental business in existing accounts, and conducting cold calls to develop new accounts.

* Consistently deliver annual sales quotas through supreme customer care, creative problem solving, positive energy and optimism, solid business strategy generation and execution, and productive use of internal resources

* Call on all organizational levels and functional areas within an account, using strategic selling techniques to uncover customers' needs and pain points

* Create solutions for meeting those customer needs and relieving those pain points, marshaling resources across multiple internal company departments and functions, if necessary, to execute those solutions.

* Analyze business data and spot trends

* Develop and maintain a customer database through ibml's customer relations management software. Use system completely to fulfill management expectations for recording and utilizing customer and sales information.

* Utilize data sources to analyze and capitalize on opportunities with the greatest ROI. Communicate key competitive activities, trends, and changing customer development plans and priorities, to include emerging customers

* Provide regular oral and written communication of successes, failures, best practices etc. to improve the overall operating efficiency of the team

* Reply quickly, professionally, and precisely to inquiries from customers and support personnel at all accounts, both by phone and email.

* Learn and / or demonstrate required computer skills within the requirements of the job description.

* Maintain company provided tools and equipment in clean and working condition.

* Combining guidance from marketing with competitive data gained from working in key accounts and talking to key customers, manage relationships, supply agreements, and quotations by extending competitive pricing as needed to maintain and grow market share and maximize revenue, while meeting all company policies and the highest degree of ethics and integrity

* Provide product and other relevant information to customers daily via phone, email, and personal visits

* Demonstrate the use of strategic selling skills in the field, such as making good opening statements, connecting with the customer, asking high gain questions, creating a value proposition and closing.

* Show consistent, sustained self-motivation, drive, determination, optimism, and creativity, in overcoming obstacles and delivering on sales quotas

* Maintains thorough knowledge of all ImageTrac mechanical and electronic functions

* Provides effective, timely and competent technical support assistance to customers

* Arrives at customer sites within the contracted response times

* Ensures proper management and control of all company assets (tools, documentation, software, intellectual property, etc.)

* Strives to ensure the highest level of customer satisfaction is maintained at all times

* Maintain a working knowledge of SoftTrac, Docnetics and all IBML proprietary software

* Properly follows the call flow for all incident activity

* Ensures that RMA parts are returned in a timely manner and according to current procedures

* Properly tests all work performed to make sure it meets the quality expected of IBML

* Meets all scheduled deadlines

* Be available for dispatches during and after normal business hours as dictated by current contracts

* Analyze customer operational processes for possible opportunities for IBML software sales or services

* Maintain a working knowledge of PCs that are associated with all generations of ibml equipment

* May be required to submit to criminal/background checks for governmental customer services

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

* Associates level degree in electronics and/or mechanical engineering or equivalent work experience

* Minimum 5 years of experience in field service and a have good credit rating and valid driver's license. A+ Certification is preferred

* Excellent working knowledge of PCs and in servicing electromechanical paper handling devices such as scanners, sorters and copiers.

* This position requires a proven, advanced level of professional sales, negotiation, and consultation skills, and time management

* High degree of flexibility in adapting to a rapidly changing environment and market.

* Proficient in MS Office products.

* Excellent written and verbal communication skills, as well as the ability to quickly build effective business relationships with all customers and customer types

ADDITIONAL NOTES