Senior Field Service Technician

Position Summary

We are seeking a skilled Field Service Technician to service and repair a variety of office equipment at customer locations within a designated geographic area. This role may include specialist responsibilities for specific products and opportunities to lead or coordinate team efforts.

Key Responsibilities

Technical Services

• Service and repair a core set of highly complex office products
• Perform diagnostics, installations, removals, and retrofits
• Troubleshoot and replace components on B&W, color, and multifunctional devices
• Demonstrate required digital competencies and complete assigned technical training
• Work independently with minimal supervision while achieving productivity goals

Technical Leadership

• Provide second-level technical support to other technicians
• Conduct on-the-job training and technical seminars
• Serve as a role model and influence team performance
• Proactively identify and implement process improvements

Territory Management

• Manage service territory, inventory, and customer accounts
• Support sales partners with leads and upgrade opportunities
• Maintain accurate car stock and follow backup plans
• Complete administrative tasks accurately and on time
• Assume Field Technology Service Manager duties as needed

Customer Support

• Handle complex customer service situations professionally
• Communicate unresolved technical issues effectively
• Build and maintain strong internal and external relationships
• Ensure high customer satisfaction through effective service delivery

Qualifications

• Completion of technical school and 3 years of relevant experience
• Minimum 2 years as a Technology Service Consultant
• One industry certification and two years of “Meets or Exceeds” performance
• Valid driver’s license and appropriate auto insurance coverage

Knowledge, Skills & Abilities

• Strong knowledge of electro-mechanical devices and electronics
• Expertise in assigned equipment and methodical problem-solving
• Excellent interpersonal and verbal communication skills
• Ability to comprehend technical manuals and publications
• High-level customer service and follow-up capabilities

Working Conditions & Physical Demands

• Office and field environments with normal lighting, ventilation, and noise
• Extensive travel by car or on foot in varying weather conditions
• Exposure to minor hazards and chemical solvents
• May require shift work, overtime, standby, and on-call support
• Frequent contact with dispatch, parts department, management, and customers
• Occasional stress due to service volume or challenging interactions

Physical Requirements

• Move equipment up to 400 lbs on wheels
• Lift/carry up to 50 lbs; frequent walking, bending, standing, kneeling
• Work on floor-level equipment; frequent use of stairs
• Regular use of hand tools and fine-motor skills for delicate components