What are the responsibilities and job description for the Field Service Engineer position at xTool Official?
Job Summary:
We are seeking a highly motivated Field Service Engineer / Technical Service Specialist to support DTF and UV printing equipment. This role requires hands-on technical expertise, the ability to travel for on-site service, and strong communication skills to support both B-side (business) and C-side (consumer) customers. The ideal candidate is a fast learner who can independently handle equipment installation, maintenance, repair, and customer training through both on-site and remote support.
Key Responsibilities:
1. Field & On-Site Service- Perform on-site installation, commissioning, and setup of DTF and UV printing machines- Conduct preventive maintenance and corrective repairs to ensure optimal machine performance- Provide on-site customer training on machine operation, maintenance, and basic troubleshooting- Travel to customer locations as required (regional or national, depending on business needs)
2. Remote & Online Support- Deliver remote technical support via video, phone, and email- Diagnose and resolve hardware, software, and operational issues remotely when possible- Guide customers through repair, calibration, and maintenance procedures
3. Customer Support Support both B-side (enterprise/business) and C-side (consumer) customers Handle service cases professionally and efficiently, including escalated or complex technical issues Maintain clear service documentation, work logs, and service reportsTechnical & Process Support Follow service SOPs and safety standards Collaborate with internal teams (technical, R&D, customer service, and management) to resolve issues Provide feedback from the field to improve product reliability and service processes
Qualifications & Requirements
- Technical background in mechanical, electrical, mechatronics, or related field (degree or equivalent experience preferred)
- Hands-on experience with DTF printers, UV printers, or similar industrial/printing equipment preferred
- Strong ability to perform machine installation, maintenance, and repair Comfortable providing customer training and technical explanations
- Willingness and ability to travel as required Fast learner with strong problem-solving skills Ability to work independently and manage multiple service tasks
- Strong communication skills in a customer-facing environment
Preferred Skills
- Experience with industrial printing equipment or CNC / automation systems
- Familiarity with troubleshooting electrical, mechanical, and software-related issues
- Experience supporting both on-site and remote service models
- Customer-oriented mindset with strong service awareness
Work Environment
Combination of on-site field service and remote technical support Flexible schedule based on service needs and travel requirements