As a hands-on technician, you will play a key role in delivering efficient and reliable service for copier and network equipment. Your responsibilities include timely repairs, networking support, customer interactions, and detailed administrative closures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Maximize Production Color equipment uptime by providing timely, effective, and efficient service, maintenance, and repair of advanced production printing and finishing systems.
• Diagnose and resolve complex mechanical, electrical, and software-related issues using systematic troubleshooting techniques, service documentation, and analytical problem-solving skills.
• Maintain a consistently high level of customer satisfaction by delivering professional, responsive, and solutions-oriented service.
• Utilize problem-solving skills through analysis of data from the client, electronic data, cloud services and observations.
• Communicate clearly and professionally with customers, internal service teams, sales representatives, and management, to align expectations, support customer goals, and meet SLA commitments.
• Provide technical guidance and recommendations to customers regarding best practices, preventative maintenance, workflow optimization, and proper equipment operation. 
• Participate in ongoing technical training and professional development to stay current with new technologies, equipment updates, and industry best practices.
• Complete all administrative aspects of the job on time.
• Provide accurate feedback with call close information, parts usage reporting, and customer meter readings. Perform other activities as needed.
• Demonstrate a working knowledge of Fiery and PRISMAsync controller systems, including basic configuration, troubleshooting, color workflows, and job management functions.
• Additional duties as assigned. 

QUALIFICATIONS (SKILLS, KNOWLEDGE AND ABILITIES REQUIRED)

• Mechanical and electrical aptitude and demonstrated skills.
• 3+ year experience in maintenance and repair of production equipment preferred. Xerox, Canon experience a plus.
• Excellent customer service and communication skills.
• Ability to troubleshoot and think independently.
• Knowledge of Basic Networking.
• Computer and analytical skills.
• Ability to pass a pre-employment background check and drug screen.
• Ability to lift and carry 50 pounds. Pull, lift, reach and transport equipment parts and boxes.
• Must be able to problem solve, conduct written and verbal communication, read and comprehend technical information. 
• Must have valid driver license and insurance (company vehicle eligibility is based on driving records)

COMPUTER SKILLS

• Proficiency in using MS Office, e.g., Excel, Word, and the Internet for research.

EDUCATION AND/OR EXPERIENCE

• Associate degree or higher in electronics or electrical engineering is preferred but equivalent job-related experience may be substituted.
• Previous customer service preferred.

LANGUAGE SKILLS

• English (reading, writing, verbal)

MATH SKILLS

• Basic math

REQUIREMENTS

• Valid driver's license and minimum levels of auto insurance coverage.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee uses his/her hands to finger, handle, or feel objects, and controls; reach with hands and arms; stop, kneel, or crouch; talk or hear; The employee uses computer, copier, faxing and telephone equipment.  The employee must be able to walk for short periods of time and sit, and stand for long periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee rarely is exposed to fumes or airborne particles, toxic or caustic chemicals.  The noise level in the work environment is usually low to moderate.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by BlueCross BlueShield, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through BlueCross BlueShield of Illinois to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals. 

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions. 

PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees from 5:00am to 8:00pm Monday through Friday. Employees utilize the gym equipment at their own risk. 

Additional Compensation:

This position is overtime eligible.