Field IT Service Technician

Sagent•Pensacola, FL

25d•Onsite

About The Position

This role is a field-based position responsible for delivering on-site customer support, equipment maintenance, and technical troubleshooting across an assigned geographic region. Field IT Service Technicians operate independently and are accountable for ensuring equipment uptime, customer satisfaction, and consistent, high-quality service delivery. Technicians must meet all field-specific requirements, including technical proficiency, demonstrated field readiness, a clean driving record, and successful completion of any required exams, certifications, or licensing needed to perform field service work within their region. As a Field IT Service Technician, you will perform scheduled service calls, emergency repairs, and equipment installations for equipment such as scales, slicers, ovens, wrapping stations, and packaging machinery commonly used in grocery stores, delis, and similar retail environments. In this customer-facing role, you will represent Sagent in the field and must demonstrate strong customer service skills, self-motivation, and solid mechanical and technical troubleshooting ability. Reliable transportation is essential, as daily driving may account for several hours of your workday while traveling to customer locations within your territory. This position is assigned to a specific service region, generally centered around the primary city listed in the job posting. While most work will occur within this local region and surrounding communities, occasional travel outside the immediate area may be required based on customer demand, business needs, or regional coverage needs. Territory boundaries may shift over time, and specific details will be reviewed during the interview process. Training will be provided by experienced Sagent technicians to help ensure you are fully prepared for field assignments. Primary responsibilities include performing calibrations and preventative maintenance (PM) on weighing and wrapping equipment independently within your designated business area. You will also troubleshoot at the module level, leverage technical support resources as needed, and assist other technicians with installations, repairs, and projects. Full independent responsibility for complex repairs or advanced installations may not be assigned initially while you continue building experience.

Requirements

Associate degree in a technical discipline or equivalent experience
Experience installing, repairing, or servicing processor-controlled or PC-based equipment
Valid driver’s license with clean driving record (MVR required)
Ability to pass a criminal background check and pre-employment drug screening
Five (5) years of relevant experience in engineering, electronics, instrumentation, IT, or electromechanical repair (or equivalent combination)
1–3 years of electro-mechanical repair experience (weighing industry experience preferred)
Customer-facing or field service experience preferred
Ability to obtain required training, certifications, and Weights & Measures licensing
Residence within the assigned service territory
Ability to work overtime (typically 10–15%; may reach 25% based on business needs)
Ability to travel overnight (typically ~10%; may reach 25% based on business needs)

Responsibilities

Perform on-site repairs, installations, calibrations, and preventative maintenance on customer equipment
Troubleshoot mechanical, electrical, software, and PC-based issues, including module-level diagnostics
Configure, network, and troubleshoot wired and wireless devices
Communicate effectively with customers, clearly explaining findings, next steps, and service work performed
Travel within the assigned service territory; participate in a rotational on-call schedule (typically home nightly)
Maintain an accurate personal inventory of service parts; complete annual counts with less than 5% variance
Accurately document all service activity and close work orders in a timely manner
Submit expense reports and required paperwork promptly
Maintain company-issued equipment including tools, laptop, phone, and test devices
Follow all safety, quality, and regulatory requirements, including Weights & Measures procedures
Assist and collaborate with the Scheduling Analyst, Service Support Team, and field colleagues
Provide detailed problem analysis when escalating issues to higher-level technical personnel
Maintain strong professional relationships with customers, colleagues, sales teams, and leadership
Maintain accurate daily timekeeping and activity punches
Participate in the regional on-call rotation
Perform other related duties as assigned