Field Service Technician II

MIMAKI USA INC•Carson, CA

8d•$34 - $38

About The Position

The Field Service Technician (Level II) is an intermediate-level position with 4-7 years' experience. This position can successfully execute equipment installations, maintain and repair equipment at client locations, diagnose complex technical issues through comprehensive troubleshooting, execute customer training at installations on proper operation and maintenance protocols, possess foundational knowledge of RIP software and loading profiles, and work independently with minimal supervision. Key responsibilities include traveling to customer sites, performing comprehensive service and emergency repairs, completing all required documentation corresponding to completed work assignments, and providing excellent customer service throughout the process. Essential Duties and Responsibilities include the following. Other duties may be assigned. Comprehensive understanding of troubleshooting skills, test validation, and overall repair, service, and training of Mimaki printing equipment. Providing service and customer support during field visits. Install and perform preventive maintenance on complex mechanical, electronic, and software-based equipment at customer sites. Diagnose and resolve technical problems using diagnostic tools, schematics, and manuals to make repairs and ensure equipment is operating efficiently. Replacing parts at the assembly and component level. Maintains accurate records, providing detailed service reports describing problem identification, repair actions taken, part usage, and labor hours associated with the service engagement, including travel times. Documenting engagement and repair processes to include failure diagnosis, repair actions taken, part usage, and call/case closure, and the ability to determine the need for escalated support. Deployment of FCOs (Field Change Orders) and upgrades as required. Following company procedures and protocols for expenses and time reporting. Cooperating with technical teams and sharing information across the organization. Assist Level I technicians when needed as a secondary support resource, providing guidance and transferring technical knowledge and best practices. Making appropriate recommendations and briefing the customer on repairs, diagnostic results, and equipment operational status throughout the service engagement process. Building positive relationships with customers. Communicates clearly and professionally with all internal and external stakeholders. Works closely with service management and cross-functional teams, including engineering, sales, and customer support, to ensure seamless communication and to follow appropriate escalation protocols when required.

Requirements

Associate's or Bachelor's Degree or technical certification in a relevant field (e.g., engineering, engineering technology, computer technology, networking, or computer science).
Ability to read and interpret schematics, wiring diagrams, ladder diagrams, and flow diagrams.
Foundational understanding of AC/DC power.
Required knowledge and use of DVMs (Digital Volt Meters), and common service tools (manual and powered).
Working knowledge of one or more industrial standard RIP (Raster Image Processor) software solutions, i.e., ONYX, Wasatch Soft RIP, Caldera, SAI Flexi, Cadlink Digital Factory, Fiery, or Rasterlink.
Strong verbal and written communication skills for interacting with customers and documenting work.
Travel to customer sites is required for this position with up to 75% expected to occur.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Proficient in Company-provided hardware and software.
Valid Driver's License
Must be able to travel 75% of the time; requires some after-hours and weekend work.

Responsibilities

Comprehensive understanding of troubleshooting skills, test validation, and overall repair, service, and training of Mimaki printing equipment.
Providing service and customer support during field visits.
Install and perform preventive maintenance on complex mechanical, electronic, and software-based equipment at customer sites.
Diagnose and resolve technical problems using diagnostic tools, schematics, and manuals to make repairs and ensure equipment is operating efficiently.
Replacing parts at the assembly and component level.
Maintains accurate records, providing detailed service reports describing problem identification, repair actions taken, part usage, and labor hours associated with the service engagement, including travel times.
Documenting engagement and repair processes to include failure diagnosis, repair actions taken, part usage, and call/case closure, and the ability to determine the need for escalated support.
Deployment of FCOs (Field Change Orders) and upgrades as required.
Following company procedures and protocols for expenses and time reporting.
Cooperating with technical teams and sharing information across the organization.
Assist Level I technicians when needed as a secondary support resource, providing guidance and transferring technical knowledge and best practices.
Making appropriate recommendations and briefing the customer on repairs, diagnostic results, and equipment operational status throughout the service engagement process.
Building positive relationships with customers.
Communicates clearly and professionally with all internal and external stakeholders.
Works closely with service management and cross-functional teams, including engineering, sales, and customer support, to ensure seamless communication and to follow appropriate escalation protocols when required.