Roland Care Technician

Join our Roland Care team and get hands-on with troubleshooting, assembly-level repairs, and technical support for our valued partners, end users, and internal teams. The in person role of  Roland Care Technician involves repair depot operations, warehouse support, and new-product rework activities.

You’ll have the opportunity to travel locally for on-site repairs, assist with trade shows, and support our legacy and current product lines. If you're someone who thrives in a collaborative environment and can master 90% of our historical product line, we want to hear from you!

THE ROLAND DGA FAMILY
Roland DGA Corporation is the U.S.-based marketing, distribution and sales arm of Roland DG Corporation of Hamamatsu, Japan, a worldwide leader in the sign, graphic arts, fine art, vehicle graphics, UV, photography, engraving and 3D modeling industries. Roland DG is the world’s number one provider of wide-format inkjet printers for the durable graphics market. We are a nine-time winner of the Top Work Place Award in Orange County, offer a creative, team-oriented environment and a competitive compensation package, including continuing education and 401k match.

POSITION PURPOSE
Reporting to the Roland Care Support Manager, the Roland Care Technician will perform troubleshooting and assembly-level repairs on Roland and DGSHAPE products, while also providing technical support to partners, end users, and internal customers. Additional duties include administrative, and reporting tasks related to standard repair depot operations, warehouse support, and new-product rework activities. The Roland Care Technician may also be assigned to local on-site repairs or training, as well as remote training and support, such as at trade shows. The role requires the ability to repair any Roland and DGSHAPE products, both legacy and current models, with proficiency in at least 90% of the historical product line. This position is in person based in Irvine, CA.

ESSENTIAL FUNCTIONS AND BASIC DUTIES
• Troubleshoot and repair current and legacy Roland products.
• Support dealers and internal/external customers via phone and email.
• Help monitor spare part inventory for existing machines.
• Prepare and share periodic repair reports with the internal team.
• Assist in creating content for the Roland knowledge base, including training videos.
• Provide training for internal and external customers, including specialized dealer training.
• Act as an internal resource and escalation point for Technical Support.
• Record all customer interactions, including phone calls and emails, in the CRM database accurately and promptly.
• Promote a positive work atmosphere by communicating and acting in a manner that fosters positive relationships with customers, clients, co-workers, and management.
• Perform other tasks as assigned by the Service Manager.

PERFORMANCE MEASUREMENTS
• Repair turnaround time – especially on Customer-owned units
• Quality of repairs, including complete internal and customer documentation
• Quality of Customer Service in all interactions with customers, internal and external
• Correct administrative procedures followed
• Effective training and documentation development for internal and external customers
• Support and availability as an internal escalation resource 

QUALIFICATIONS

EDUCATION/CERTIFICATION: Technical degree or equivalent experience

REQUIRED KNOWLEDGE: Good electronic and electro-mechanical troubleshooting methodology; PC skills including a thorough familiarity with MS Office applications in document composition, metrics calculation (Excel) and presentation development.

EXPERIENCE REQUIRED: Minimum of one year experience troubleshooting and repairing electro-mechanical devices.  

SKILLS/ABILITIES: Good electronic and electro-mechanical troubleshooting skills.
Ability to manage multiple projects and tasks simultaneously to completion on deadline.
Works well independently; self motivated.
Excellent verbal and written communication, including proven presentation ability.

SALARY RANGE: $50,000 - $60,000

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
TALKING: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

AVERAGE HEARING: Able to hear average or normal conversations and receive ordinary information.

REPETITIVE MOTIONS: Movements frequently and regularly required using the wrists, hands, and/or fingers.

AVERAGE VISUAL ABILITIES: Average, ordinary, visual acuity necessary to prepare or inspect documents or products, or operate machinery.

PHYSICAL STRENGTH: Sedentary work; sitting most of the time.  Exerts up to 70 lbs. of force occasionally.  (Almost all office jobs.)

WORKING CONDITIONS

NONE: No hazardous or significantly unpleasant conditions.  (Such as in a typical office.)

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

REASONING ABILITY: Ability to apply logical or scientific thinking to define problems, collect data, establish facts, and draw conclusions.
Able to interpret a variety of technical instructions and can deal with multiple variables.

MATHEMATICS ABILITY: Ability to compute discount, interest, profit, and loss; commission markup and selling price; ratio and proportion and percentage.
Able to perform very simple algebra.

LANGUAGE ABILITY: Ability to read periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias.  
Ability to prepare business letters, proposals, summaries, and reports using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
Ability to conduct training, communicate at panel discussions and to make professional presentations.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected.  They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions.  Well constructed job descriptions are an integral part of any effective compensation system.  

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included.  Peripheral tasks, only incidentally related to each position, have been excluded.  Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions.  In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive.  Additional functions and requirements may be assigned by supervisors as deemed appropriate.  

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals.  However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts.  The organization maintains its status as an at-will employer.  Employees can be terminated for any reason not prohibited by law.