Field Service Technician II

Zebra Technologies • USA - Tennessee Offsite, TN

3d • Onsite

About The Position

The Field Service Technician II provides onsite repair services for Zebra devices and solutions in accordance with service contract requirements. The role performs increasingly broad diagnosis and repair tasks, communicates service status to customers and stakeholders, and works to meet customer service-level agreements (SLAs). The technician also manages parts inventory, documents service activity, follows safety and quality standards, and contributes to continuous improvement. The assigned client territory includes Tennessee, parts of Kentucky, and northern Alabama and Mississippi; Nashville, Tennessee is the desired home base.

The technician develops expertise in repair work requiring advanced skills and may provide customers with basic operational and maintenance instruction. The role may involve after-hours or standby coverage as assigned, travel to customer sites, and working at heights using ladders or lifts.

Requirements

• High school diploma or equivalent.
• At least 1 year of work experience.
• Reliable transportation with the capability to carry spare parts inventory.
• Ability to work at height from ladders up to 10 feet and operate and work from a scissor or boom lift at heights up to 60 feet.
• Physical ability to climb, bend, kneel, and lift and carry up to 50 pounds.
• Good working knowledge of Microsoft Office.
• Strong organizational, time-management, and communication skills.
• Driving record must meet Zebra's internal policies.
• Must have or be willing to complete Weights & Measures certification.
• Must have or be willing to complete NET+ certification.

Nice To Haves

• Associate degree or certification strongly preferred.
• Lift certification preferred.

Responsibilities

• Demonstrate positive customer interaction, responsiveness, and active listening.
• Evaluate customer service requests, repair history, and contract entitlements; diagnose and service Zebra devices and solutions across an expanding subset of products or applications.
• Receive and ship parts or devices; review requests; perform basic troubleshooting, telephone diagnostics, physical and mechanical repairs, inspections, retrofits, firmware and software updates, cleaning, testing, and return-to-service verification in the customer environment.
• Keep customers and other stakeholders informed about service and repair status, and use experience to accelerate troubleshooting and root-cause identification.
• Apply basic product design principles in troubleshooting, diagnosis, and action plans; provide basic operational or maintenance instruction to customer personnel when needed.
• Manage service calls against customer SLAs, including response times and service delivery requirements, and develop knowledge of contract entitlements for key accounts in assigned territories.
• Participate in after-hours or standby coverage rotations as assigned.
• Manage parts inventory proactively to meet SLA requirements.
• Record work using required systems, including symptom codes, parts replacement reasons, repair activity logs, service reports, onsite hours, travel time, and mileage; request and analyze operational reports and develop awareness of recurring failure trends.
• Meet internal standards and applicable government or industry regulations for productivity, quality, safety, and compliance.
• Practice 6S for the Field and other continuous-improvement tools; contribute ideas and support implementation of improvement actions.
• Use internal systems compliantly and develop an understanding of operational cost components.
• Create work instructions, check sheets, and other process documentation as skills develop.
• Attend meetings or interact with technical support, quality, engineering, or other groups to explain typical product failure modes when needed.
• Perform basic calibration and maintenance of operational tools and equipment, and keep tools and testing equipment in good working order.
• Develop expertise in advanced repair tasks such as advanced soldering, board reflow, and special downloading.

Benefits

• Healthcare and wellness offerings.
• Inclusion networks and continued learning and development offerings.
• Community service days.
• Insurance offerings, parental leave, employee assistance program, and paid time off, depending on country.
• Performance-based annual cash incentive with a target equal to 3% of base pay, subject to the applicable incentive plan.
• Some roles may be eligible for long-term incentive equity awards.
• Flexibility options including hybrid work, adaptable hours, Summer Flex Fridays, Focus Fridays, and an annual companywide well-being day.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED