Field Service Technician

Qualifications

**What you'll be doing:**

The Traveling Service Technician is responsible for providing on-site technical service, maintenance, and support for heat presses and related company components. This role requires extensive travel to customer locations to diagnose issues, perform repairs, conduct installations, and ensure optimal equipment performance. The technician will also support customers remotely when not traveling, blending hands-on technical expertise with strong customer service and administrative skills.

**On-Site Service & Repair**

• Travel to customer locations (approximately 80%) to install, troubleshoot, repair, and maintain heat presses and associated components.
• Diagnose mechanical, electrical, and systems-related issues and implement corrective actions to minimize customer downtime.
• Perform preventive maintenance to ensure equipment reliability and longevity.
  
  

**Client Support**

• Provide remote technical support via phone, email, or video when not traveling.
• Guide clients through troubleshooting steps, part replacements, and corrective procedures.
  
  

**Returns and Replacements**

• Manage product returns and replacements, including processing credits for parts, machines, and shipping.
• **Documentation and Updates**
• Create and update technical documentation, service reports, customer records, and procedural guides.
• **Training & Customer Education**
• Support training initiatives by identifying common customer challenges and recommending improvements to training materials.
• Educate clients on equipment operation, care, and best practices during on-site visits.
• **System & Performance Improvement**
• Identify recurring issues and recommend improvements to product design, system processes, or support procedures.
• **Shipping & Parts Assistance**
• Assist customers with shipping quotes, logistics questions, and updated shipping information.
• Perform order entry, parts check-in, and inventory-related tasks as needed.
  
  

**Administrative Responsibilities**

• Maintain spreadsheets, reports, and filing systems to track trends, service data, and customer interactions.
• Provide administrative support and act as backup for related tasks when requested.
• **Organizational Support**
• Contribute to organizational goals by completing tasks that support company initiatives and operational efficiency.
• **Travel Requirements**
• Mandatory travel approximately 80% of time
  
  

What We Are Looking For

• Customer Satisfaction: Provide timely, accurate, and professional service both on-site and remotely.
• Accuracy & Technical Proficiency: Maintain consistent adherence to service procedures and documentation standards.
• Strong mechanical and electrical troubleshooting skills, especially with industrial equipment or machinery.
• Excellent verbal and written communication abilities.
• Proficiency in creating documentation and maintaining accurate client records.
• Ability to identify system issues and recommend improvements.
• Experience with order processing, parts management, and service reporting.
• Proficiency with Excel and general PC applications.
• Strong organizational skills and attention to detail.
• Ability to travel extensively (approximately 80%) including overnight travel.
• Ability to lift, move, and work with equipment as needed for on-site service