J202604001 Field Service Technical Support Specialist

Quadient • Dallas, TX

2d • Hybrid

About The Position

As a Field Service Technical Support Specialist, you’ll be the go‑to expert supporting technicians and end users who rely on Quadient’s locker and digital solutions. In this role, you’ll troubleshoot complex hardware, software, and network issues, guide customers through solutions with clarity and care, and manage technical escalations that require advanced problem‑solving. You’ll collaborate closely with Product Engineering, Field Service, Sales, and Marketing teams while independently managing support cases, coordinating third‑party technicians, and ensuring each customer receives an exceptional experience. This role is perfect for someone who thrives in a fast‑paced, technical environment, enjoys digging into unfamiliar challenges, and takes pride in delivering solutions that genuinely help Your role in our future Deliver mid‑ to advanced‑level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen‑share assistance. Troubleshoot complex scenarios by leveraging problem‑solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently. Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation. Coordinate and oversee third‑party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience. Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures. Collaborate with Product Engineering and cross‑functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.

Requirements

• Associate’s degree in Computer Information, Electronic Technologies, or a related field preferred, plus 5+ years of experience troubleshooting and repairing hardware/software solutions.
• Strong electro‑mechanical knowledge with the ability to diagnose complex electronic issues, interpret schematics/PCB boards, and create effective technical workarounds.
• Excellent communication and documentation skills, including experience with technical writing and cross‑functional collaboration.
• Proficiency with Microsoft Windows and Office applications, plus familiarity with tools such as Salesforce, ERP/CRM systems, SAP, ServiceMax, Oracle, CPQ, OLS, and Talkdesk.
• Strong customer service background.

Nice To Haves

• Certifications such as A+ or Network+ preferred, along with proven time‑management skills, independent decision‑making, and a continuous‑learning mindset.

Responsibilities

• Deliver mid‑ to advanced‑level technical support for hardware, software, networking, and Quadient product issues through phone, email, Teams, and screen‑share assistance.
• Troubleshoot complex scenarios by leveraging problem‑solving skills, technical knowledge (PCB, schematics, power/voltage), and creative workarounds to resolve issues efficiently.
• Manage technical escalations, mentor Level 2 Support Associates, and contribute to knowledge base articles and technical documentation.
• Coordinate and oversee third‑party technicians, ensuring clear communication with end users, accurate billing, and a seamless service experience.
• Maintain exceptional customer care, uphold Quadient’s EPIC values, and ensure accuracy in all communications, processes, and procedures.
• Collaborate with Product Engineering and cross‑functional teams while staying proficient in department systems such as Salesforce, Workday, ServiceMax, MyQuadient, and internal knowledge tools.

Benefits

• Flexible Work: Embrace a hybrid work model blending office and remote setup for a balanced lifestyle.
• Endless Learning: Access global opportunities for growth through our 24/7 online learning platform.
• Inclusive Community: Join our Empowered Communities and engage in our Philanthropy program.
• Comprehensive Rewards: Enjoy competitive Total Rewards covering wellness, work/life balance, and more, including a generous referral scheme.
• Caring for Wellbeing: Access our complimentary employee assistance program for mental health support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees