Josh Dixon
Homer Glen,IL
Summary
Hardworking field service professional with technical know-how and experience to independently handle wide-ranging customer concerns. Manages high volume of work with efficient and organized mindset combined with good troubleshooting and maintenance abilities. Keeps detailed documentation and expertly addresses customers' needs for maximum satisfaction.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Production Service Technician
Proven It
2023 - 2026
- Diagnosed and repaired hardware and software issues for diverse client systems.
- Provided technical support via phone and on-site to enhance customer satisfaction.
- Developed and maintained detailed documentation of service requests and resolutions.
- Implemented preventive maintenance protocols to improve system reliability and performance.
- Explained diagnostic findings to customers and outlined repair or service options.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Inspected equipment to diagnose operational issues.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Responded to customer inquiries quickly and professionally to increase satisfaction.
Field Service Technician
RCM Data
03.2017 - 2023
- Delivered best-in-class assistance by staying current on technical and product knowledge.
- Enhanced customer satisfaction by handling issues quickly, with professionalism, and in line with good practices for reliability and durability of implemented repairs.
- Served large volume of customers by effectively prioritizing work orders by severity and planning efficient routes to cover largest number of customers per day.
- Installed, removed, repaired, and corrected equipment at customer locations and in house.
- Helped restore functionality and performance of copiers, printers and label makers.
- Diagnosed root causes of failures using service manuals and BSDs.
- Provided daily network maintenance to include installation, configuration, operation, and troubleshooting of copiers and printers.
- Ability to setup network, scan to email, scan to folder and anything else the customer needs.
Field Service Technician
COTG
01.2006 - 03.2017
- Delivered best-in-class assistance by staying current on technical and product knowledge.
- Enhanced customer satisfaction by handling issues quickly, with professionalism, and in line with good practices for reliability and durability of implemented repairs.
- Uphold professional standards by keeping work areas, tools, and equipment clean and organized.
- Installed, removed, repaired, and corrected equipment at customer locations.
- Achieved multiple customer service awards.
- Was the runner up for the service technician of the year award.
Department Supervisor
The Home Depot
02.2001 - 01.2006
- Maintained operations continuity by overseeing daily opening, closing, and shift change tasks.
- Exceeded production targets consistently, coordinating schedules, assignments, and resources to adapt to changing demands.
- Improved team performance with ambitious goals, strategizing ways to help each employee exceed targets.
- Kept employees satisfied and working hard through consistent training, mentoring and support.
- Trained employees to capitalize on all sales and service opportunities with proactive approaches.
- Enhanced customer satisfaction by enforcing service-oriented policies.
- Received multiple customer service awards.
- Assisted with inventory control efforts by arranging cycle counts and identifying potential shrink points.
- Achieved revenue targets by coaching employees on promotional strategies.
Education
Associates degree - Electrical Engineering
Lincoln tech
Melrose Park, IL01.2006
Skills
Device installation
Certification
- Xerox printers and MFPs - 139 certifications (available upon request)
- HP printers and MFPs
- Samsung printers and MFPs
- Okidata printers and MFPs
- Lexmark printers and MFPs
- Ricoh MFPs
- Zebra label printers
Timeline
Field Service Technician
RCM Data
03.2017 - 2023
Field Service Technician
COTG
01.2006 - 03.2017
Department Supervisor
The Home Depot
02.2001 - 01.2006
Associates degree - Electrical Engineering
Lincoln tech
Production Service Technician
Proven It
2023 - 2026