Field Service Technician II
About The Position
The Field Service Technician II services and repairs company products and systems at customer locations, typically within a defined geographic territory. The role handles a full workload in standalone and networked environments, performs diagnostics, installations, removals, retrofits, troubleshooting, and repairs on assigned equipment, and provides basic connected-device setup and customer training. The technician manages territory procedures, customer relationships, parts and car-stock inventory, and administrative tasks while identifying opportunities for related products and services. The position also provides technical assistance to less experienced technicians and coordinates daily with customers, the service call center, the parts department, and the Field Technology Service Manager. The role typically requires journeyman-level technical knowledge gained through technical school and at least two years of related experience, along with a valid state driver's license and the minimum auto insurance required by company policy. Work involves extensive travel between customer locations, possible shift work, overtime, standby, or on-call duties, and exposure to varied weather, cleaning solvents, and physical demands such as moving equipment, lifting and carrying items, and working in low positions.
Requirements
- Journeyman-level technical knowledge, typically gained through completion of technical school and at least 2 years of related experience.
- Valid state driver's license and minimum auto insurance coverage required by company policy.
- Strong working knowledge of electro-mechanical devices, electrical circuitry, electronics, and relevant digital competencies.
- Methodical problem-solving approach and ability to troubleshoot equipment using established guidelines.
- Strong interpersonal and verbal communication skills and excellent customer service and follow-up skills.
- Ability to read and understand technical manuals, parts books, and other relevant technical publications.
- Working knowledge of PCs and associated software applications.
- Ability to travel extensively by automobile or, for a walking territory, by foot, in a wide variety of weather conditions.
- Ability to move wheeled objects weighing up to 400 pounds and lift and carry objects weighing up to 50 pounds.
- Ability to perform frequent stooping, bending, squatting, and kneeling, and to use hand tools and electronic testing equipment with fine-motor dexterity.
Responsibilities
- Achieve expected productivity levels for the assigned workload and experience level.
- Manage territory, inventory, customer relationships, call handling, and territory backup plans.
- Perform diagnostics, installations, removals, retrofits, troubleshooting, and repairs on assigned equipment.
- Set up basic connected installations, including IP addresses and printer drivers, and train customers on printing functions.
- Repair or replace components on black-and-white, color, and multifunction devices.
- Complete assigned technical training on new equipment and demonstrate the required digital competencies.
- Work with sales partners to identify equipment leads, upgrades, and revenue opportunities, including supply, contract, network support, equipment, and print assessment leads.
- Maintain accurate parts and car-stock inventories and complete administrative tasks accurately and on time.
- Determine customer service needs, resolve equipment problems, and ensure customer satisfaction and follow-up.
- Provide technical assistance to less experienced technicians.
- Maintain professional relationships and demeanor with customers and company personnel and contribute as a team member.
- Comply with company policies and perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
