Field Service Technician - Toner Production Equipment (Level 3)

Remote - Boston, MA

Merchant Wholesalers, Durable Goods

About the position

The Field Service Technician - Toner Production Equipment will be considered a specialist for a product line that the GSD service team supports. This level technician will demonstrate a full working knowledge of a product line including theory of operation as well as the mechanics. Will provide solutions to complex problems as well as provide field and/or remote support to technicians. This is a remote position. The ideal candidate is located in, or willing to relocate to, the Boston, MA area.

Responsibilities

• Provide on-site support installations and service repair to customers in North America
• Provide solutions to complex service issues
• Maintain close communication with Technical Service Manager, Regional Service Manager, and the Technical Phone Support team to ensure accurate resolution of service issues
• Develop strong working relationships with customers
• Perform pre-installation assessment and site inspection of equipment in accordance with FUJIFILM equipment requirements
• Complete and submit service activity information and paperwork timely to the appropriate group/department
• Monitor and manage the return of all parts
• Manage and complete all Preventative Maintenance requirements
• Attend training classes (locations throughout the world), to stay current on both new and existing products
• Weekend work and overtime required as needed for installations, service calls and training
• Provide technical support and direction to technicians leading to the resolution of escalated service issues
• Conduct technical training classes as needed for technicians
• Provide sales assistance in demos and/or customer visits as needed
• Monitor critical accounts and actively participate in support activities to accomplish quick and effective problem resolution
• Communicate technical issues to the Technical Service Manager and technical support group
• Perform related duties as assigned by manager

Requirements

• High School diploma or GED equivalent
• Two-year electronics or mechanical engineering degree or equivalent in field experience
• 5 or more years of field service experience with toner-based production equipment
• Extensive knowledge in electronics and mechanical operation
• Outstanding customer service
• Computer skills with emphasis on operating systems and hardware
• Requires a valid state driver's license (Real ID compliant), and passport
• Must be able to do extensive traveling
• Possess necessary skills/attributes to include excellent communication skills (both verbal and written), working knowledge of Microsoft applications