Field Service Technician
About The Position
Services and repairs a variety of office equipment at customer locations, usually within a specific geographic area. This specialist role focuses on a core set of highly complex office products and may include Team Lead or Coordinator responsibilities. The position requires one industry certification and involves working under minimal supervision, managing a territory and inventory, supporting other technicians, and building customer relationships. The technician performs diagnostics, installations, removals, retrofits, troubleshooting, repairs, and component replacements on assigned equipment, including black-and-white, color, and multifunctional devices. The role also provides technical training and seminars, supports revenue-generating opportunities, coordinates with sales and service partners, handles complex customer situations, and completes territory and administrative procedures. Work is primarily in the field at customer locations, with extensive daily travel by automobile or, in some assignments, on foot. The role may require shift work, overtime, standby, or on-call coverage. Working conditions include exposure to varied weather, chemical solvents and cleaners, and potential minor cuts and burns. Physical demands include moving equipment weighing up to 400 pounds on wheels, lifting and carrying items up to 50 pounds, carrying tool cases, and frequent walking, standing, bending, reaching, stooping, squatting, and kneeling.
Requirements
- High-level technical skills typically gained through completion of technical school and at least 3 years of related experience, including a minimum of 2 years as a Technology Service Consultant I.
- One industry certification and at least 2 years of meeting or exceeding performance expectations.
- Valid state driver's license and minimum auto insurance coverage per company policy for positions involving extensive use of a personal vehicle for company business.
- Excellent working knowledge of electro-mechanical devices and electronics.
- Expert knowledge of assigned equipment and a methodical approach to problem resolution.
- Strong interpersonal and verbal communication skills.
- Excellent customer service skills, including following up to ensure issues are resolved.
- Ability to read and comprehend technical manuals, parts books, and other relevant written technical information.
- Ability to travel extensively in varied weather conditions and meet the physical demands of the role, including moving, lifting, carrying, and servicing equipment.
Responsibilities
- Service and repair a core set of highly complex office products, including diagnostics, installation, removal, retrofits, troubleshooting, and component replacement.
- Provide second-level technical support to other technicians and complete assigned technical training on new equipment.
- Conduct on-the-job training for new and experienced technicians and deliver technical seminars as required.
- Manage territory responsibilities, call handling, territory backup plans, parts inventory, and car-stock inventory.
- Work with sales partners to identify equipment leads, upgrade opportunities, and other revenue-generating opportunities.
- Handle difficult customer situations, communicate unresolved technical issues, determine service needs, and maintain customer satisfaction.
- Complete required administrative tasks accurately and on time and comply with company policies.
- Maintain productive professional relationships with company personnel and serve as a positive role model and influence within the team.
- Assume Field Technology Service Manager responsibilities as required.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
