Field Service Technician

SATO America • Charlotte, NC

38d • Onsite

About The Position

SATO America is seeking a detail-orientated, service-focused, Field Service Technician. At SATO America, LLC our mission is to create new value for our customers through products and services of superior quality and to contribute towards a better and more sustainable world. In over 80 years, SATO has fostered a culture of professionalism and customer-centric innovation with an unchanging mission of value creation for customers that, in turn, contributes to a more sustainable world. Do you have what it takes to be our customer’s most trusted partner for mutual growth, and always essential in an ever-changing world? If so, look no further. We have a place for you. SUMMARY As the Field Service Technician, the incumbent is responsible for the following: installation, maintenance/repair, customer training, and corresponding customer care of any equipment serviced by SATO America. This position will incorporate both service duties and in-house bench service as assigned by your direct Manager. The printer equipment is generally operated in mission-critical centers and therefore, efficiency and a sense of urgency are essential, as is the ability to work independently and prioritize your schedule based on changing service requests.

Requirements

• Associate degree, technical certifications in electronics, or 5 years related electro-mechanical experience or equivalent military experience coupled with 2+ years’ experience
• Experience with utilizing digital multi-meter and hand tools
• Excellent verbal, written, and interpersonal communication skills,
• Solid technical ability
• Strong communication, problem-solving, decision-making and customer service skills
• Mechanical/electro-mechanical, troubleshooting, and soldering circuit boards experience/ aptitude required.
• Understanding of, or experience with, electro-mechanical principles and laser printer or electro photostatic printing experience is a plus
• Ability to read technical drawings/documentation, working knowledge of laser and thermal printing technology, theory for troubleshooting, and PC/MS-DOS.
• Organizational, professional, and etiquette skills; safe, obedient driving disciplines; must maintain a good driving record
• Ability to follow departmental procedures/processes
• Ability to work independently
• Basic knowledge in M365 Software Suite with the ability to adapt to new technologies as they roll out.
• A sense of urgency is essential, as is the ability to work independently and prioritize your schedule based on changing service requests.
• The incumbent must be able to stand, walk, stoop, kneel, crouch, or crawl.
• Hand dexterity is necessary to feel surfaces, work in close areas with fingers and handle small objects.
• Must regularly lift and/or move objects up to 60 pounds and heavier items with assistance.
• Prolonged periods of standing and wearing safety shoes is mandatory.
• Frequent travel to/from customer locations.
• Occasionally >10%, extended/overnight travel.
• Ability to secure travel accommodations (airfare, rental car, gas, hotel).
• Valid driver’s license and ability to operate a motor vehicle.is required.
• Any tickets, suspension or revocation of a valid driver license must be immediately reported to your manager.

Nice To Haves

• working knowledge of laser and thermal printing technology, theory for troubleshooting, and PC/MS-DOS.

Responsibilities

• Weekly corporate reporting (expense report, timecard, travel activities log, etc.)
• Prompt reporting of all service activities and responsibility for managing (accounting/replenishing) a field inventory of spare parts both on hand and at customer locations.
• Filling proper requests for: Spare Parts Requests, Customer Information Forms, Time and Material Forms, etc.
• Excellent customer service and time management skills.
• Communicating proactively with the customer base before, while and after being onsite.
• Willing to learn and adapt to new technologies and service techniques as new products are put in the field.
• Repair and maintenance of various equipment types off-site within a 250-mile radius to include installation, customer training, and corresponding customer management of printers and cutter/stacker accounts.
• On-site facility duties include testing and repairing printers, components, and automated equipment repair.
• Machine prep on any equipment deemed necessary by SATO America.
• Testing of existing and potential customer file specifications.
• Collaborate with internal departments to analyze, troubleshoot and determine resolutions.
• Properly escalate service issues to a Product Support Specialist as directed by service escalation procedures.
• Local, daily (car) travel is required as well as overnight and occasional air travel.
• Serve as a backup to others for other field service technicians.
• Perform all other duties as assigned.

Benefits

• medical, vision, and dental insurance to include coverage for domestic partners.
• Life & AD&D, short-term and long-term disability insurance
• pre-tax Health Savings Account with an employer contribution of $500.00 or $1,000.00 depending on elected medical coverage.
• 10 company-paid holidays per year
• up to ten (10) days accrued vacation time in the first year. Eleven (11) days at year two (2). Twelve (12) days at year three (3). Thirteen (13) days at year four (4) and fifteen (15) days at year five (5).
• six (6) accrued personal days
• 401(k)-retirement savings plan with employer match with no vesting schedule.
• Employee Assistance Program for employees and eligible family members
• career development, growth opportunities
• referral bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree