Field Service Technician - Direct to Film printers

About ColDesi

ColDesi, Inc. is a leading equipment manufacturer and distributor specializing in the sales, training, service, and technical support of equipment used in the custom apparel and product-decoration industry.

For more than 50 years, we have helped customers build and grow businesses ranging from home-based startups and side hustles to established commercial operations and Fortune 500 companies. With locations in Tampa and Clearwater, Florida, and Fort Worth, Texas, ColDesi supports more than 50,000 customers nationwide.

Our product portfolio includes Direct-to-Film (DTF) printing, embroidery, UV printing, heat transfer, vinyl cutting, rhinestones, spangles, and other customization technologies.

We are looking for someone who combines strong customer service skills with hands-on technical ability and experience with Direct-to-Film (DTF) printing technology.

About the Position

The DTF Technical Support Specialist is responsible for helping ColDesi customers successfully operate, maintain, and troubleshoot their Direct-to-Film printing equipment.

This is a customer-facing technical support position. The successful candidate must be comfortable working with customers who have different levels of technical knowledge—from first-time business owners to experienced commercial print operators.

You will provide technical support by phone, email, remote support tools, and our service management platform, as well as provide onsite service, installation, and training when required.

We are specifically looking for candidates who understand that excellent technical support requires excellent customer service. Troubleshooting the machine is only part of the job. The technician must also communicate clearly, set expectations, build customer confidence, document the issue, and take ownership of the customer experience through resolution.

Primary Responsibilities

• Provide professional technical support for Direct-to-Film printers, dryers, shakers, and related equipment.
• Diagnose DTF printing issues involving printheads, ink delivery systems, white ink circulation, dampers, pumps, capping stations, maintenance systems, electronics, software, RIP software, and related components.
• Troubleshoot print-quality issues including nozzle loss, banding, color issues, white ink performance, film-related problems, curing, powder application, and transfer quality.
• Assist customers through phone, email, chat, remote support, and onsite service.
• Communicate technical information in a way that customers of different skill levels can easily understand.
• Take ownership of customer issues and work toward complete resolution rather than simply completing individual support tasks.
• De-escalate difficult customer situations professionally and maintain a customer-first approach.
• Perform equipment installation, setup, calibration, preventative maintenance, repair, and customer training.
• Document troubleshooting activities, customer communication, parts used, and resolutions accurately within the service management system.
• Follow established troubleshooting procedures, work instructions, and escalation processes.
• Identify recurring equipment or customer issues and communicate trends to senior technical and product teams.
• Contribute to technical documentation, knowledge-base articles, troubleshooting guides, and work instructions.
• Work collaboratively with other technicians, Customer Care, Sales, Training, and Product Management.
• Travel locally and nationally when onsite installation, training, or service is required.

Customer Service Expectations

Customer service experience is an important part of this position.

The successful candidate should be able to:

• Listen carefully and identify both the customer's technical problem and their underlying concern.
• Remain professional and composed when assisting frustrated customers.
• Demonstrate empathy while maintaining control of the troubleshooting process.
• Set realistic expectations regarding next steps and resolution timelines.
• Follow through on commitments and keep customers informed.
• Ask effective diagnostic questions rather than immediately assuming the cause of a problem.
• Translate technical concepts into simple, understandable instructions.
• Build customer confidence while troubleshooting remotely.
• Balance customer satisfaction with established company policies and procedures.

Technical Qualifications

Direct-to-Film printing experience is strongly preferred.

Candidates should have experience with or a working understanding of several of the following:

• Direct-to-Film (DTF) printing systems
• Commercial inkjet printers
• DTF dryers and powder/shaker systems
• Printheads and ink-delivery systems
• White ink circulation systems
• Pumps, dampers, filters, and capping stations
• Preventative maintenance and printhead cleaning
• RIP software and print-production workflows
• Windows-based computers and software
• Basic electrical and electronic troubleshooting
• Mechanical troubleshooting
• Printer calibration and print-quality diagnosis

Required Competencies

Customer Service: Demonstrates a strong customer-service mindset, responds promptly to customer needs, manages difficult situations professionally, follows through on commitments, and takes ownership of the customer experience.

Technical Troubleshooting: Uses a logical and methodical approach to diagnosing equipment, software, electrical, mechanical, and print-quality issues.

Problem Solving: Gathers relevant information, identifies root causes, evaluates possible solutions, and works efficiently toward resolution.

Communication: Communicates clearly and professionally by phone, email, chat, and in person. Able to explain technical concepts to customers without unnecessary technical jargon.

Interpersonal Skills: Works effectively with customers and coworkers, listens actively, accepts feedback, remains composed under pressure, and focuses on solving problems rather than assigning blame.

Documentation: Accurately records customer interactions, troubleshooting steps, equipment conditions, parts requirements, and final resolutions.

Continuous Learning: Demonstrates a willingness to learn new equipment, software, troubleshooting techniques, and printing technologies.

Preferred Experience

Preference will be given to candidates with experience in:

• Direct-to-Film (DTF) printing
• Technical customer support
• Inkjet printer service or repair
• Commercial printing or apparel-decoration equipment
• Customer-facing troubleshooting
• Remote technical support
• Customer chat, phone, and email support
• Zoho Desk, Zendesk, or similar ticketing/service platforms
• CRM software
• Field service or equipment installation
• Technical training

A candidate with a strong customer service and technical support background who understands DTF printing will be especially well suited for this position.

Requirements

• Valid driver's license
• Ability to pass a background check
• Ability to work onsite
• Ability to travel up to approximately 25%, including occasional national travel
• Ability to communicate professionally with customers by phone, email, chat, video, and in person
• Working knowledge of Microsoft Windows and applications such as Outlook, Teams, and Word

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off

Application Questions

• How many years of customer service or customer-facing technical support experience do you have?
• Describe your experience with Direct-to-Film (DTF) printing equipment.
• Have you diagnosed or repaired commercial inkjet printers? If yes, briefly describe the equipment you have worked with.
• Have you provided technical support to customers by phone, email, chat, or remote-access software?
• Are you comfortable assisting frustrated customers while simultaneously troubleshooting a technical problem?
• Are you willing and able to travel up to approximately 25% of the time?

License/Certification: Valid Driver's License (Required)

Pay: $20.00 - $26.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Direct to Film technical: 1 year (Required)

Ability to Commute:

• Tampa, FL 33611 (Required)

Willingness to travel:

• 75% (Preferred)

Work Location: In person

Salary : $20 - $26