Field Representative II, Field Services Support

Services and repairs a variety of company products and systems at customer locations, usually within a specific geographic area. A Technology Service Support Rep is capable of handling a full workload in a standalone and/or networked environment.

• Achieves expected productivity levels associated with assigned workload and level of experience.
• Manages territory, inventory, and customer relationships.
• Demonstrates excellent technical and customer relation skills.
• Actively drives revenue‑generating opportunities through supply leads, contract sales, network support contract leads, equipment and print assessment leads.

• Performs a full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on assigned equipment.
• Performs Basic Connected installations, sets up IP addresses, downloads printer drivers, and provides customer training on printing functions.
• Performs troubleshooting and repairs or replaces equipment components as necessary on B&W, color and multifunctional devices.
• Demonstrates required digital competencies associated with assigned products and level assignment.
• Completes technical training on new equipment as assigned.

• Effectively executes all required territory management and call handling procedures.
• Works closely with sales partners to maximize equipment leads and upgrade opportunities.
• Maintains and manages own parts inventory with a high degree of accuracy.
• Adheres to territory back‑up plans.
• Completes all required administrative tasks in an accurate and timely manner.
• Complies with all company policies.

• Interacts with external customers to determine service needs on equipment and ensure a high level of customer satisfaction.
• Provides technical assistance to less experienced technicians.
• Exhibits professional appearance and demeanor at all times.
• Maintains productive, professional relationships with all company personnel.
• Is a positive and contributing team member.
• Responsible for maintaining a "car stock" inventory.
• Performs other duties as assigned.

Typically:

• Requires journeyman level technical knowledge typically gained through completion of technical school and 2 years of related experience.
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy, as position entails extensive use of personal car while on company business.

Typically:

• Requires strong working knowledge of electro‑mechanical devices, electrical circuitry, electronics, and varying levels of digital competency.
• Possesses a methodical approach to resolving problems.
• Possesses strong interpersonal and verbal communication skills.
• Possesses excellent customer service skills including ability to follow up to ensure closure of issues.
• Possesses ability to read and comprehend written technical information in manuals, parts books, and relevant publications.
• The technical aspect of this position requires following pre‑established guidelines using limited judgment. Judgment is used to analyze and determine equipment problems (troubleshooting) and to determine routine servicing or parts needed.
• Possesses working knowledge of PCs and associated software applications.

• Typically works in an office environment with adequate lighting and ventilation, and normal temperature and noise.
• Extensive daily travel in an automobile between customer locations is usually required. A “walking territory” requires extensive travel by foot in varied weather conditions.
• Regular exposure to conditions that could result in minor cuts and burns; frequent exposure to chemical solvents and cleaners.
• Shift work, overtime, stand‑by and/or on‑call may be required.
• Requires daily internal contact with the service call center to receive and provide instructions.
• Requires direct contact with parts department and Field Technology Service Manager to receive parts, review work, receive direction, and discuss customer concerns.
• Requires daily external contact with customers (office/IT managers, machine operators) to investigate and resolve equipment problems.
• Customer relations aspects are diversified, but most problems are resolved using past precedent.
• Work has periodic stress due to increased call volume and occasional dissatisfied customers.
• Physical effort required to move wheeled objects up to 400 pounds and lift/carry up to 50 pounds.
• Frequent stooping, bending, squatting, and kneeling required to service equipment at floor level.
• Walking territories require extensive foot travel.
• High dexterity required for regular use of tools such as screwdrivers, pliers, wrenches, and electronic test equipment, with emphasis on fine‑motor skills for small components.

The above statements describe the general nature and level of work performed and are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.