Field Service Technician II (Mid-level role)

Boston Document Systems•Marlborough, MA

5d•$27 - $30•Hybrid

About The Position

Boston Document Systems (BDS) is seeking an experienced Field Service/Setup/Installation Technician to provide customer service and electromechanical support in an assigned territory in Massachusetts and surrounding areas. The position is described as hybrid/remote, with headquarters in Marlborough, Massachusetts. The technician installs, sets up, services, and repairs office equipment, including printer and multifunction printer (MFP) systems, at customer sites and remotely. The role handles advanced troubleshooting and customer and machine repair scenarios, supports small, medium, and large installations, and provides user training so customers can efficiently operate their equipment. The technician works closely with the Systems Support and Installation Manager on remote technical fixes and installations. The role requires travel to customer locations, including the ability to drive up to two hours when service is needed outside the general area or assigned territory. It involves assembling and testing equipment, preventive maintenance and calibration, inventory management, and advising customers on equipment operation and maintenance. BDS describes itself as an equal opportunity employer committed to a diverse, respectful, and inclusive workforce.

Requirements

High school diploma or GED equivalent.
Valid driver’s license, solid driving record, and vehicle insurance.
Reliable vehicle.
Ability to drive up to two hours when service is required outside the general area or assigned territory.
At least 5 years of experience maintaining, troubleshooting, and repairing copier/printer office equipment.
Industry knowledge of major copier and printer manufacturers such as Kyocera, Canon, Ricoh, and/or Xerox.
Excellent customer service and communication skills.
Superior communication skills and strong attention to detail.
Excellent listening skills.
Highly efficient phone skills.
Strong decision-making and problem-solving skills.
Strong systems skills, including Excel and Microsoft Office.
Ability to adapt and work independently.
Ability to lift and carry 50 pounds, and to pull, lift, reach, and transport equipment parts and boxes.

Nice To Haves

Networking knowledge.
Experience in a customer support department serving clients’ technical needs in office equipment repair, IT, manufacturing equipment, a service-based business, or a related industry.

Responsibilities

Set up, install, manage, and repair office equipment on-site and off-site at client locations.
Meet customers’ needs on time and provide outstanding support.
Investigate and resolve advanced maintenance and repair issues.
Maintain an accurate inventory of tools, parts, and supplies.
Advise customers on equipment operation and maintenance.
Assemble machines to specifications using hand and power tools and measuring devices.
Run machines to test parts functionality.
Conduct preventive maintenance and calibrations of office equipment.
Troubleshoot equipment, identify malfunctions, and determine their causes.
Provide on-site and remote customer service to assist clients with concerns.
Work with the Systems Support and Installation Manager on remote technical fixes and printer/MFP installations.
Represent BDS positively during the installation process.
Install small, medium, and large printer/MFP systems with a customer-centric approach.
Provide technical user training to help end users use printer/MFP equipment efficiently.
Analyze and resolve customer and machine service scenarios in detail.